Empire Today Corporate Office - COHQ

Empire Today Corporate Office

How would you rate your experience with Empire Today ?

[Total: 67    Average: 1.7/5]

Empire Today Corporate Office Address

Empire Today, LLC
333 Northwest Avenue
Northlake, Illinois 60164

Contact Empire Today

Phone Number: (800) 588-2300
Fax Number: (708) 202-6134
Website: http://www.empiretoday.com/
Email: Email Empire Today

Empire Today Facts

Founder: Seymour Cohen
Date Founded: 1959
Founding Location: Chicago, Illinois
Number of Employees: 5000

Empire Today Executives

CEO: Keith Weinberger
CFO: Thomas Knapp
COO: Paul W. Carter

Empire Today History

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Empire Today was founded in 1959 by Seymour Cohen, originally as Empire Plastic Covers, in Chicago, Illinois. By 1965, the company had expanded its services to include cleaning and installing carpets and drapes. The name was then changed to Empire Home Services. In 2003, the company was sold and it changed its name to Empire Today.

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The company operates a chain of flooring and drapery service, which includes the installation of carpet, hardwood flooring, and window treatments. Floor Covering Weekly has named Empire their #1 or #2 seller of flooring and home improvement services between 2007 and 2010. The company has more than 75 locations and has served more than 1 million customers. empire 3

In 2011, Empire Today implemented a carpet and padding recycling program to minimize the environmental impact of their day-to-day operations.

Empire Today is best known for their in-home service, including measurements, and next day installation, as well as a simple, but catchy jingle in television commercials. The company has headquarters located in Northlake, Illinois.  empire 4

 

Empire Today FAQs

Question 1: What is the phone number for Empire Today?
Answer 1: The phone number for Empire Today is (800) 588-2300.

Question 2: Who is the CEO of Empire Today?
Answer 2: The CEO of Empire Today is Keith Weinberger.

Question 3: Who founded Empire Today?
Answer 3: Empire Today was founded by Seymour Cohen in 1959.

{ 162 comments… read them below or add one }

Lisa May 10, 2018 at 2:08 pm

Hello my name is Lisa & my phone number to be reached at is 734-xxx-xxxx or 734-xxx-xxxx. I don’t know my account number as it has been since 2012 since my carpet was installed.

I have NEVER dealt with a company who has the WORST response time in dealing with a simple call back!!! I called way back in the beginning of April & today May 10th I finally spoke to someone. It was supposed to be a manager, because I already talked to a supervisor, & of course it wasn’t!

I had my carpet installed in 2012. It was supposed to be a good quality carpet & it looks ABSOLUTELY HORRIBLE! It’s snagged everywhere & the seams are all coming up & there’s patches of carpet missing there.

My first phone call I was told I would be given a call back in 2-3 days later. I didn’t hear anything so I call back again & was given my reference number & told my other reference number, from my first call, was closed for some reason! So in the mean time I get a letter saying they couldn’t get a hold of me & to call. I call the person that was on the letter & I leave her a voicemail. She never called me back! I called again & demanded to speak to a supervisor. The supervisor, who said his name was Saul, got on the phone & gave me my THIRD reference number & said it would be sent to a manager & “escalated” & promised I would receive a call back by the following evening. I NEVER got a call that following day!!!!! Then today I get a call & was told I’d have to pay $80 for a serviceman to come out & depending what he does I might have to pay more!!!! I told the girl well I don’t have $80 right now & she quickly said that’s fine just call back when you can. I then proceeded to tell her all the trouble I’ve gone thru & her response was I’ll note it on your account. I said it’s not about my account I’ve been calling for a month & she said I’ll give this to my manager. I said WHAT….are you kidding me….I thought you were the manager has was told a manager would call me back. She said I’ll give this to a manager & pretty much ended the call.

Your customer service or whoever handles your complaints is HORRIBLE! This is totally unacceptable the way this was handled……what a joke!!

There is no way I should have to pay a dime for someone to come out to my house to tell me there’s some kind of defect with this carpet to look as bad as it does! I have people come over & say why is your carpet snagged all over…….what an embarrassment!!

Can someone, like the CEO preferably, get back to me to discuss this matter ASAP. Public relations is HUGE to a company & whoever handles it should be aware of how your customer service or employees handle your company’s calls & procedures!

Thank you in advance for reading this complaint………..

Lisa

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Lisa May 10, 2018 at 2:32 pm

You should maybe talk to #Wallsidewindows & see how they run their business & treat their customers!!!

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Empire Today May 10, 2018 at 3:12 pm

Lisa,
This is not the experience that we wish for our customers, and we’d like to further discuss your concerns. Unfortunately, we’re unable to view your phone number. Please email your contact information to customersupport@ empire-today.com. Be sure to mention Headquarters in the subject line for further assistance. We look forward to hearing from you.
Thank you.

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Lisa May 11, 2018 at 10:29 am

Please check your email! My phone number is in the email. This was posted after I emailed you.

Thank you

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Joanne Gopez May 1, 2018 at 4:06 pm

Shame Shame Shame to Empire Today…. the use of inexperienced laborers to install tile. We had the tile installed last week and still have not heard back from a manager or inspector on all the issues. Actually on day one the tile installer seemed to know what he was doing but he didn’t return the second day and left it up to two inexperienced laborers to finish.

Where do I start, on the first bathroom the door doesn’t close, grout not installed over all the under cement so you see black areas, when they were putting the door on they chipped the tiles on both sides and filled it with grout, used chalking to seal the baseboard tiles and sloppy work at that, toilet installed not evenly (you can see that by the tank cover).

The second bathroom isn’t much better, missing and sloppy grout and chalking work, chips on both sides of the toilet and filled with grout, chalking used to fill in from where the bedroom base board ends and the tile baseboard starts because of the unfinished work.

Oh and when the door wouldn’t close, they took it of and tried to sand the bottom down a little and when they were bringing it back in they hit the front door and filled that with putty.

Opened a service request and wasn’t called back so called Empire today and was told it was closed by the installer and had to open a new one. So still waiting to hear from someone (really need an install manager to call me).

Help!!!

Calling the finance to not pay until 100% satisfied….

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Empire Today May 2, 2018 at 2:46 pm

Joanne,
We regret to hear that your tile installation did not meet your expectations. Your satisfaction is important to us, and we’ll be following up with you shortly to discuss a resolution.
Thank you.

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Joanne Gopez May 3, 2018 at 4:01 pm

Thanks for the call and follow up. Look forward to getting this resolved!!

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John Turner May 1, 2018 at 6:46 am

This has been the worst experience ever. The sales person did not show for the first appointment. Then the sales manager lied about the followup appointment. I have called several times and each time it gets more and more frustrating. I have been trying to cancel my contract because if the sales is this bad I can only imagine the service piece. My contract states I need to sign and send the cancellation in electronically, within three days, but nobody will tell me where to send it. They just keep saying “oh you will get a call”. STAY AWAY FROM THIS COMPANY!!!!

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Empire Today May 2, 2018 at 2:32 pm

Dear John,
We’re sorry to hear that your concerns have not been addressed. Your may send your concerns and Notice of Right to Cancel to customersupport@ empire-today.com for further assistance.
Thank you.

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Angela Caraballo April 27, 2018 at 11:16 am

I have had the WORST experience with Empire and I will never recommend nor use them for my personal or rental’s as I have in the past… The first issue was we were all set to move into our home on Tuesday April 16th because Empire would then be done with the carpet install as well as the tile in the kitchen… Well the day of carpet install they cancelled. this now has set us back a week because we were told the carpet needed to go in before the tile… So now we had to pay another week rent as well as storage. Next issue,, So now they say they need to tile 1st because carpet installers were booked, we said fine. Tile was to be done on 21st and carpet on the 23RD.. When they came to install the tile, they realized our sales man said it was laminate that needed taken up, when in fact it was ceramic. They called the office, the office said we can not do the job, we need to refigure how much this will be now due to the mistake of the sales man… I got up set and said ” just cancel” her reply ” OK, BYE” and hung up on me. Called the installers and told them leave, I have another job.. Installers were even shocked… FINALLY we decided out of desperation to do the tile ourselves and just have them do the carpet…. Well today is carpet day and they came in saying I owe $2400.00 when in fact we do not owe because we went with the monthly payment options… So I had to call Empire AGAIN and sit on hold during my entire lunch break so they could get this figured out…. This has been an absolute nightmare and we’ve lost money as well as valuable time due to this company and their lack of organization and poor customer care…

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Empire Today April 27, 2018 at 3:51 pm

Angela,
We assure you that this is not the experience that we wish for our customers, and we apologize for the response that you received. We’ll be in touch with you shortly to learn more.
Thank you.

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Sue April 25, 2018 at 10:59 am

I will never recommend Empire. I am totally dissatisfied with not only the workmanship of your installers, but with Erica,the sales rep who I met with in my home. Also in your customer service. Ignoring my inquiries to resolve this issue.

First, when the installers torn up my carpet, they damaged the stair molding. Second, since the padding was inferior to my padding and cheap, Like night and day.

I only wanted new carpet. Initially, she gave me a price of over $4,000.00. I told her no that I was not interested and that was over my budget. She immediately went to her car and brought me other samples and quoted $2,700.00. I agreed.

After the carpet was installed I felt the difference in the padding. What she did not state was that the new padding was INFERIOR to the padding I had currently. It felt as though I was walking on cement. It is obvious in the photos I took of the floor molding and the stair molding thehorizontal lines because the carpet was so much lower. I had to repaint all the moldings.

Why would I want something inferior to what I already had. Erica did not state that the new padding would be different and a poorer quality. I would have never agreed to the job .
I contacted the supervisor, Stephanie with my concerns. She stated that Emire would replace the padding but I would have to pay for installation which would be over $400.00. I already had quality padding and I wouldn’t have to endure additional expense if your sales rep took the time to explain. All she wanted was the sale and could care less of my and future customers satisfaction.

Initially, Stephanie did reach out and I stated that I was not satisfied and she would have her General Manager contact me. He never contacted me so I reached out to her again. She said she would speak to him again and call me back. I still have yet to hear from her or the General Manager.

I feel that your sales reps need to be trained in explaining the products, etc. As I said, I would never have agreed to have Empire do my installation of carpet if this was the outcome.

A company as large as yours and the advertising dollars you spend, care should be taken in customer service and the people you hire to install.

I plan on writing a letter to your CEO, Keith Weinberger. I have handled customer complaints for one of the largest banks in New Jersey. Every letter, telephone call that was received by the CEO or to our bank was handled professionally, appropriately and totally resolved. This is not happening with Empire and I have never been so dissatisfied and unhappy.

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Anthony Calvino April 25, 2018 at 1:14 pm

Sue,

You will see my response below yours. I have attempted many variations to email the CEO with no luck. If you find a working email for him, please share as I intended my response for him.

Good luck,

Tony

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Empire Today April 25, 2018 at 4:06 pm

Sue,
We understand your frustration, and we’re sorry to hear that you were unsatisfied with the carpet padding you received. Please email us at customersupport@ empire-today.com with both your account and contact information. Be sure to mention Headquarters in the subject line.
Thank you.
-ET Customer Support

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Anthony Calvino April 24, 2018 at 10:52 am

I am frustrated beyond the point of wasting my time attempting to reach supervisors in customer service. I attempted to email Sr. Leadership directly, but can’t seem to find their email addresses. I will do my best to be concise, but my full experience follows:

– Sales process was smooth. I agreed on a laminate floor and at the sales representative’s direction also agreed to remove ceramic tile throughout the kitchen and hallway, Empire would remove the carpeting. The total cost was significant to my family.

– Installation day started with problems. According to the installer, the sales rep should have inspected further and NOT directed me to remove the ceramic tile (at a cost of $500 to me rental equipment and labor). Removing it made the floor uneven and new subfloor would need to be installed to level it. Two hours was wasted in a back and forth between the installer, me and the dispatch manager…who originally tried to have me pay and additional $900 to help fix the mistake of the sales rep. After showing him that the paperwork told me to remove the floor and a cost to me, and stating there was no way I was paying additional money, he agreed to fix the problem. Installers did what they could on day one and measured for materials to repair and finish on day two.

– Installation day two: The works were incredible and worked extremely hard. It was clear they did not want to come back another day though, and ended up finishing around 9:30 PM, which was a major inconvenience to may family with two young children.

– After 6-7 months I noticed some visible gaps in the laminate in four areas, and also that my trim was pealing in spots all over the 1500 square feet that was installed.

– I called customer service and someone was sent to evaluate. He arrived, and assumes there was a material defect in the trim. He also noted that the install job was not done very well as there are pencil marks and inadequate angle cuts in many areas of the trim. In short he said it was obvious they were trying to get done quickly. He said customer service would call me to schedule repair.

– Chicago/Milwaukee customer service called me within three days and left a voicemail. I called back and left a voicemail for them. After three days I called and left another voicemail. Three more days when by without a return call and I decided to call the main customer service line. The lady I spoke with tried to reach someone but was only able to leave a voicemail. After three more days I again called customer service and asked them to escalate as I was wasting my time, getting no response and extremely frustrated. She left another voicemail and put in an escalation ticket…to which I waited 24 hours and called again. Another voicemail was left (apparently the Milwaukee/Chicago office has nobody that can answer a phone as I have never, in all my calls reached a live person) and an additional escalation ticket was filed for immediate call back. I was finally contacted and an install date was scheduled for today.

– Call from Milwaukee/Chicago to tell me that the installer would be here sometime today between 3 – 5 PM and the repair work will take around 4 hours. I’m sure that I was noticeably frustrated at the individual I spoke with, but nail guns and air compressors until 9 PM with a 6 year old and 17 month old is completely unacceptable on a warranty installation repair. Obviously, I told the individual it would not work and I would be escalating my issues. He said he understood and would ask customer service to call me back…so I am again waiting.

I deal with customers on a regular basis, and this is not a positive customer experience. I would want to know if there was an epic failure in servicing the customer and that is the reason for my communication today. The cost of our floor was a big financial decision for my family, and I feel I have received no where near that level of customer care from Empire.

Thank you for your time,

Anthony Calvino

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Empire Today April 24, 2018 at 4:49 pm

Dear Anthony,
We regret to hear that your concerns have not been resolved, and assure you that we take matters such as these seriously. We’ll be following up with you shortly to learn more.
Thank you.

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Anthony Calvino April 27, 2018 at 11:28 am

Your message was Tuesday…I also emailed a similar account to customersupport@ empire-today.com as you often direct people on this page to do. It is now Friday morning and I have received no contact and my situation is not resolved. Social Media seems to be my only recourse.

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Muhammad April 20, 2018 at 12:09 am

I have hade the the worst experience with empire carpet. After calling for an estimate they cancelled on me 3 days in a row. Then called me a few days later apologizing and asked am I still interested in having them install my carpet. Against my better judgment I agreed. They installed the carpet and now I have been getting the run around for a receipt of the transaction. I have talked to management at the Belleville office and they simply lied to me. Now I have no receipt I have paid for the carpet installation and I can’t get my money reimbursed to me….. I don’t know how they stay in business.

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Empire Today April 20, 2018 at 4:08 pm

Muhammad,
Thank you for making us aware of this matter. We’ll be in touch with you shortly to answer your invoice concerns.
Thank you.

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Lisa Giordano April 19, 2018 at 5:30 pm

NOTE**** My statement should have said Monday April 23 instead of April 16.

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Lisa Giordano April 19, 2018 at 5:26 pm

If I could give your company minus ratings I definitely would. On Friday April 13, 2018, installers came to our home to install our vinyl flooring. They showed up at 11am and did not get started until 11:30am on a job that was supposed to take all day. They squeezed us in between a job they had in the morning and a job they were doing that evening. They ended up having to leave at 7pm with the promise that they would be back the next day to finish the job. Saturday came and no one showed up. I had to call the lead installer, Hector, who told me that they didn’t work on Saturday’s and he was with family and would not be coming. I immediately called customer service to complain. In looking over our partially done floor we saw that instead of 1/4″ plywood underlayment they had put down 3/16″ strand board. Cheap stuff. There are multiple bubbles in our flooring and it was installed cracked by a 1/2″ . They took a service report and said that someone would contact me with 24 business hours. I had to call back several times talking to several people before I got a return call from a customer service manager, Donna Martin, in the Sacramento Office. We have received nothing but the run around. We were told that this problem would be corrected as soon as possible but are now being told that this may take up to 2 ekes to be completed. I have been without a kitchen for a week now and have paid a ton of money to eat out because my kitchen is still a disaster and not done. So with all of that being said… if this this problem is not corrected and my kitchen is not fixed by Monday April 16 at 5pm, we will be consulting an attorney, going to the Better Business Bureau and we will go to our local news stations to have this problem reported publicly. I have plenty of pictures and documentation that will serve me well. Save your standard reply of “you will be addressing this probem soon”. The time is now. My husband and myself have been in customer service for 40 years and I can honestly say that we would not have been able to keep a job, or the companies stay in business, had we so blatantly discarded and treated people as we have been treated. Had I read these reviews beforehand I WOULD NOT have gone with your company. So I guess we’ll see…

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Empire Today April 20, 2018 at 3:58 pm

Lisa,
We assure you that we take matters such as these very seriously, and we sincerely apologize for the inconvenience. We’ll be in touch with you shortly to start working on a resolution.
Thank you.

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Priscilla April 18, 2018 at 4:05 pm

I have used Empire to install flooring in 4 different areas of my home over the past 7 years. I never had an issue until now. I recently had more flooring installed and they were also to repair some trim from a previous job. The guys came out and brought extra trim but it wasn’t the right size. I contacted customer service in which is a recording. No one ever answers. I leave my info and consistently wait to connect with someone. Well I finally did and was told that someone would be out the following Tuesday to replace all the trim. I sat around on my day off and no one came out and no one called. I have called customer service, left several messages and no response. THIS COMPANY HAS THE WORST CUSTOMER SERVICE. I have trim that need repair and this company could care less. Empire you have lost a good customer!!!

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Empire Today April 20, 2018 at 3:38 pm

Priscilla,
We know missed appointments can be frustrating, and we’d like to address your concerns ASAP. Unfortunately, we’re unable to locate your account. Please emails us at customersupport@ empire-today.com with both your account and contact information. We look forward to hearing from you!
Thank you.

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Vicki Battisti April 5, 2018 at 8:28 pm

Hi my name is Vicki and I had the worse experience with Empire Today that I have ever had with any company. After reading all the other comments I don’t understand how you can be rated A by the better business bureau. Anyhow it all started with scheduling my first appointment with a salesperson which never showed nor a phone call this happened 2 more times and I had then given up on your company but got a phone call asking to reschedule so I did and this time someone did show up. On the following Monday was my laminate installation which did not happen cause they had no truck for Monday.So on Tuesday they came and started working. Then about an an or 2 later the carpet installers came. They came in and said we can’t work together. So they left. The carpet installers finally came Thursday. When they walked into my house they looked at the rooms and furniture and totally refused to move the furniture .I am furious at this point with all the inconveniences I have had to deal with. He said I want more money to move the furniture. I said oh no that’s your job. Well they would not move any furniture so my husband and I moved all the furniture around because we just wanted it done and over with. The laminate guys had to come back once because the first guys ran out of material and went and bought the wrong color so I had 2 different colors in the kitchen. Also my husband was not and is not allowed to lift more then 10lbs. As he has rods, pins, screws all through his neck and back due to a car accident. He has been in pain since moving the furniture. When I called the Pittsburgh Office to complain I kept getting told we can’t do anything for you . Finally the guy did call and say I can give you 150.00 dollars I said really for 100 percent of our lives being inconvenienced and my husband pain. The company has very poor Custer service. I am not asking for a hand out but I feel that we should be compensated better then that. I will not deal with your company ever again nor would I recommend your company. I am thinking of writing something to the BBB as well cause what I have read and experienced with your company it surely is A+. Sincerely Vicki Battisti 814-650-XXXX..
Please I do not any calls from the Pittsburgh Office as they are not professional.

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Empire Today April 9, 2018 at 2:40 pm

Vicki,
We understand your frustration, and sincerely apologize for the inconvenience. We’ll be in touch with you shortly to learn more.
Thank you.

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Shirley April 2, 2018 at 1:40 pm

I first ordered my carpet 3 weeks ago along with my new hardwood floors. The hardwood floors which replaced tile and a big mess is already done. However, it was another week until my carpet came in, another 4 days to schedule install, and then on day of install, they brought the WRONG carpet!!!! Now, to make matters worse, my carpet is not going to be installed until Thursday this week, and I can’t begin to get my house back in order until FRIDAY!!! My home had been packed up and in a shambles for 3 weeks and tbeyt have booked me out of their schedule until Thursday ….. and MY CARPET IS IN!!! They are taking care of “install nect day custometd OVER ME!!!! I have been trying to get my carpey installed tomorrow…its a joke to them…now they’re booked solid til Thursfay….why can’t they son out an outside team and get it DONE!!!!

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customer support April 3, 2018 at 1:46 pm

Shirley, We apologize for the service you have received. We would like to rectify the matter, but am unable to verify your account. Would you please email your contact information to customersupport@ empiretoday.com so me may contact you. Please place Corporate Office HQ post in the subject line of the email.

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Shirley Bailey March 26, 2018 at 9:05 pm

I am repeat customer at Empire and have never experienced a problem however, will never do business with them again. Ordered carpeting for 2 bedrooms to include closets. Found out on day of installation, rooms were measured incorrectly (sales Rep Mike Kline) so installer does not have enough carpeting to complete the job. I phoned customer service and spoke to a rep who told me I would have to wait for a call back within the next 24 business hours. I asked for a supervisor which after 15 minutes he found in Texas (Valerie) while she was helpful, she assured me that someone from the local (Northlake) office would call. I did receive a call from Randy, who made arrangements to have the carpet for the 2 nd room and the carpet for the closet in the room they had completed, installed the next day. In fact the same installer agreed to return to install it. He asked that I remove all the hanging close in the closets when I was previously told by the sales rep that I could leave all clothes hanging. Well next day rolled around and instead of sending the same installer, they sent a different installer, with carpeting that was cut from a different roll so after he gets it all down I notice its not the exact color of carpet laid the previous day. I phoned Randy back on Saturday while installer was still here and left a voice message, no response. I left Randy a voice mail on Monday March 26th at 8:15, another at 11:00 and another at 4:00pm. Still no return call. The installer that was scheduled to come out today to complete the carpet in the closet just called at 7:40pm to say he would be here in about an hour. So, bottom line is a 3 hour job has caused me almost 3 days of frustration along with a condo in disarray. Never again!

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customer support March 29, 2018 at 1:58 pm

Shirley, Thanks for bringing this to our attention. The situation you’ve described is not how we expect installations to happen. We’ll be reaching out to you to work with you on a resolution.

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Joseph Maroun March 25, 2018 at 4:49 pm

I purchased carpeting for four bedrooms coming up on four years ago with a warranty. Warranty was for five years. Spent a lot of money. Carpet was presented as top of the line stain resistant high quality carpet. Carpet is not stain resistant and has stretch in each of the four bedrooms. My wife and I are empty nesters and have our kid at home from time to time as well as quests. Very low traffic throughout the years. I contacted Empire Today and spoke with a rep named Rosemarie (562-741-1432) First I was told that my issue would be addressed with in a week. Two weeks went by and no response. I called Rosemarie back and she first told me that I did not have a warranty??? After a discussion with Rosemarie, she pulled my account and stated that I indeed had a five year warranty and her supervisor Annette would be contacting me. I waited a week and tried calling Annette at the extension provided by Rosemarie and there was no such extension or person by that name. I called Rosemarie back and was told that she would have someone call me back. After no response I contacted Rosemarie, left messages and have not heard back. It appears to me Empire Today is not interested in repeat or referral business. I am very displeased with the quality of the carpet I was sold and the lack of response by Empire Today. Based on the comments I have read I wish I would have investigated your company in depth before I contacted you. I have now decided to have the carpets removed and hard wood floors installed. An expense I did not plan on at this point. I would hope that a rep from Empire Today, after reading my post will contact me very soon. I am of the mind to contact the BBB and the media outlets that Empire Today advertise on and let them know of my experience.

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customer support March 26, 2018 at 2:21 pm

Mr. Maroun, we’re glad you contacted us! We never want our products to be disappointing, and we look forward to speaking with you so that we can begin working on a resolution together.

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Linda Trocchio March 20, 2018 at 10:03 pm

I had carpet installed on Saturday, March 17 and the installers came in and first question the lead professional asked was how are you paying your balance. I stated via credit card and he stated he needed it right away. This struck me odd as whynshould I pay for a job if it isn’t done and how do I know what kind of job was going to be done? The lead laborer spoke broken English and his worker spoke no English at all. The lead laborer said to me you are probably going to have to cut your doors in each room and when I asked why he said carpet was thicker….I said no it is not. He said let me check and took a razor blade to my carpet. I thought to myself well he better hope new carpet is okay with no cuts to my doors as he just distorted my old carpet. They had their Spanish music blasting in my house as well even though it was my holiday St. Patrick’s Day and my husband and I could not even hear our parade on TV due to their music blasting. They removed my old carpet and threw it out my top floor window and made a mess in my driveway and didn’t have the courtesy of cleaning it up during the job. I went upstairs to see how they were doing and they didn’t change any of the existing padding in any of my closets when I asked why they said no need —- I said to myself why did I pay for padding??? They cut the new carpet out my driveway and bought it in piece by piece room by room. We just had our home painted, I went upstairs and several hours later found marks on my wall and questioned what happened. The lead guy oh those marks were there. I said no they weren’t as you can tour my home and see all walls were freshly painted – he apologized and sent his worker out to his van to obtain something to clean my walls wiith. Well my walls went from a cream to pink coloring as the chemical stripped the paint. He then apologized again and said I’m sorry are you happy with the carpet job? I toldhim carpet is okay but damaging my walls is not okay. My husband signed our contract and billing papers U/P under protest. These laborers are outside individuals who are not professional and should be screened before entering customers homes. I was very unhappy with your customer service as they were not professional. When I called in to complain shortly after the laborers left I spoke with an individual and he told me he was passing my photos to the supervisor. Today he returns my follow up call and tells me he is the supervisor even though his business card reads lead specialists and states empire is not responsibility for the damage to the walls per contract. I am planning to pursue this as I was fair by calling and letting you know how unsatisfied we were. I also lobbied a call to your corporate headquarters and have not heard a word from them. I have been in contact with my credit card company as I am disputing charges until a resolution is reached – this by far is not a professional way to do business and I won’t recommend anyone to empire.

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Empire Today March 22, 2018 at 5:07 pm

Linda,
We regret to hear that you were unsatisfied with your experience. We never want our customers to feel this way, and we’ll be following up with you shortly to learn more.
Thank you.

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Linda Trocchio March 19, 2018 at 1:46 pm

I had carpet installed on Saturday March 17 and the installers came and were not professional at all. The lead guy spoke broken English and his worker spoke no English. They removed my old carpet and threw it out of my top floor window and made a mess in my driveway and didn’t have the courtesy of cleaning it up. During the job, I went upstairs to see how they were doing and they didn’t change any of the existing padding in any of my closets. When I asked why they said no need—why did I pay for padding????
They cut the new carpet out in my driveway and brought it in piece by piece, room by room. As I just had my walls painted, I went upstairs after several hours and said to the lead guy, what happen to my freshly painted walls. His response was oh that was there. I said no it wasn’t as you can tour my home and see all walls were freshly painted with NO marks. He apologized and then sent his work out to his van to obtain something to clean my walls. Well my walls went from a cream to pink coloring as the chemical striped the paint. He then apologized again and said I’m sorry are you happy with the carpet job and I said to him no and my husband signed our contract UNDER PROTEST. These laborers are outside individuals who are not professional and should be screened before entering customers homes. I was very unhappy as your customer service was not professional when I called to complain. I spoke with an individual (Adan) who told me he was passing my photos to his supervisor and today he (Adam) returns my follow up call and tells me he is a supervisor and it isn’t empires responsibility for the damage to the walls per contract. I am planning to take empire to small claims court as I was fair by calling and letting you know how I in satisfied we were and I expect a call back from corporate headquarters within 24 hours as I am also stopping my payment until a resolution is reached. This is not a professional way to do business and I will not recommend empire to anyone in the near future.

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Amy Y February 24, 2018 at 7:13 am

Worst customer service experience in my lifetime. Unsure how the 5000 employees working there can work for such an unprofessional company. My family slipped through the cracks and our life has been put on hold because the Michigan location does not want to follow-up at all – first time we were called after our 1/4/18 initial call for a carpet evaluation for discoloration defect upon installation – was yesterday 2/23/18. The reason we were contacted finally was due to leaving weekly calls with floor supervisors in the Texas location. Floor supervisors Saul and Anna are the only ones trying to facilitate our $7,000 carpet purchase for our entire home in July 2015, being replaced due to progressive discoloration upon installation. My spouse owns his own business, I am a full-time student and we have a 14 month old. We cannot keep babysitting this company because they want to be unethical and not replace our $7,000 installation under warranty. We are trying to host friends and family in March, and after two whole months of poor customer service and excuses for not replacing our carpet under warranty – we are expecting this replacement before we have guests in our home. The discoloration is clearly a manufacturer defect. The gray color was turning violet in a few areas immediately after installation, and is now turning hot pink and getting progressively worse. My family’s time is just as valuable as Empire’s. Will be emailing customersupport@ empire-today.com and mentioning Headquarters in the subject line to facilitate this being resolved.

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Empire Today February 26, 2018 at 2:42 pm

Amy,
Thank you for bringing your concerns to our attention. We’ve received your email, and we’ll be in touch with you shortly to discuss your carpet concerns.
Thank you.
-ET Customer Support

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Dee Norlin February 20, 2018 at 2:58 pm

We had berber carpet installed in September of 2016. By November, the carpet was falling apart, frayed and looked to be at least 20 years old. An inspector was out and immediately stated that this was a manufacturer’s defect and they would send a sales person out for us to choose a new carpet to be installed at no additional cost to us. We met with the sales person, chose another carpet and set up a time (February 2017) for installation. By August, seams were failing and it took until November 4th for an inspector to come out, take pictures and tell us that we should hear something back in a few days. A week passed and we had not heard from anyone. Damage getting worse, holidays approaching. I was phoning daily and could not speak to anyone but the “call center people” – who were wonderful – understanding and as helpful as their job limitations could be. I received a letter in the mail stating they had been trying to reach me and could I please phone a specific number. I did so and I was told they have been leaving messages for me daily – REALLY?! Because I love living with damaged carpet; especially approaching the holiday entertaining time of the year!!!! Everyone else in the world could reach me but Empire Carpet! I finally was able to speak with a customer service rep who still insists that he cannot phone me so we resorted to email. Well, apparently, he isn’t having much luck with that either! A sales person was out on January 17th (I believe) and she was surprised to see the carpet and learn that we were told we could choose another alternative to berber since twice we have damage. She agreed that the carpet was not damaged, it was poorly installed. Only the seams were failing in several locations. The next day, that customer service rep discovered how to email me again and asked when they could install our new carpet. I explained that we were also now considering changing to a laminate after speaking with the sales rep. We were told (in writing, by email of c.s. rep) that that would be okay and it would be greatly discounted. Another sales person was out on January 31st – we chose a carpet and two different laminate options that we are still waiting on pricing for. Meanwhile, we have taken evening/lunch/weekend time on 5 different occasions to meet with reps, we have taken off of work twice for installation. We have spent hours of phone and email time. I am absolutely done and now want a complete refund from Empire of our 2016 purchase price and we will go elsewhere.

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Empire Today February 20, 2018 at 4:29 pm

Dee,
We’re disappointed to hear that your carpet is not meeting your expectations. We understand that we’ve been working with you in regards to your concerns, and we’ll be in touch with you shortly to continue working on a resolution.
Thank you.
-ET Customer Support.

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Kisha February 19, 2018 at 11:43 am

I made an appointment for today and was told a representative will be here between 9am and 11am. I call the company at 10:52 and was told they have until 11:00AM to get to me. Well at 11:05 the person still was not here. They called me after I call the company back to tell be they was going to be almost an hour at, they will be here by 11:50 am. I have been purchasing carpet with Empire to long for them not to have at least contacted be at let me know they were running an hour late. This is unacceptable and I think I’m going to take my business elsewhere. And I hope the representative noted in his file they messed up and not that I cancelled my appointment. Do you know how hard it was for me to get this appointment making sure both parties were available as stated by empire carpet. SMH. Now I don’t know when will be available again

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Empire Today February 19, 2018 at 5:21 pm

Kisha,
We know your time is valuable, and we regret to hear that you were inconvenience by a missed appointment. Please email us at customersupport@ empire-today.com with your concerns along with the street address of your scheduled appointment. We look forward to making things rights for you.
Thank you,
-ET Customer Support

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S. Renteria February 12, 2018 at 1:39 pm

For the last 2 months we have been unsuccessful in getting an issue rectified. The customer service manager of the Los Angeles area location has not returned calls or emails. I have reached out to the sales associate to ask for help. As she seems to “help” I have still gotten nowhere. I have called the corporate office only to push 0 for an operator and there is never one available. You must have a contacts first & last name. Guess what, I have a first name but that does not help. So I tried reaching out through the website, filled out the necessary information only for it to not go through… stated that the website was having difficulty. I am beginning to think that the issue isn’t just with terrible local customer service, but with the company as a whole. I am trying to reach out here as I see many have done.

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Empire Today February 12, 2018 at 5:00 pm

Dear Customer,
We understand your frustration, and would like to further assist you. Unfortunately, we’re unable to locate your account with the information provided. Please email us at customersupport@ empire-today.com with both your account and contact information, so we can follow up with you.
Thank you.

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Keith Kennedy February 7, 2018 at 8:32 pm

Over 8 months ago I made a warranty claim on the defective carpeting we had installed in our home by Empire Today. After going round and round with your representatives we finally got a call from Kayla Rogers (224) 234-7110 telling us that they had agreed to replace our carpet but that the color we have was no longer being made so we would have to meet with her to pick out a new color. I asked her at that time if it would be possible to get 2 other rooms in our home taken care of and of course we would pay the additional charge. She told us that she would have to get sales to come out and measure the rooms so that they could take care of this all at once. So far no one has called us to get that done. I have called Kayla multiple times since then requesting her to just come out and do the warranty claim and not worry about the other rooms. She has not yet called us back and it is getting extremely old and I want to get this taken care of as soon as possible. Please call me at (205) 566-XXXX to take care of this.

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Empire Today February 12, 2018 at 4:56 pm

Dear Keith,
We’re sorry to hear about the lack of follow up that you’ve received. We’ll be in touch with you shortly to continue working on a resolution.
Thank you.

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Linda Calhoun February 2, 2018 at 8:11 am

For many months I have been trying to get a refund of $129 which was promised to me by Mr. Andrew in the customer service department. This refund is for work for which I was charged but was not done. I have repeatedly made calls, always getting the promise that this situation would be rectified and I should receive my refund in 7-10 days. It has now been almost 5 months. I have a service request #1-2818506766. I’m tired and frustrated with dealing with this. I want my refund of $129!!!!!

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Empire Today February 5, 2018 at 4:59 pm

Linda,
We’re disappointed to hear that you’ve not received your refund. We’ve located your order, and we’ll be in touch with you soon.
Thank you.
-ET Customer Support.

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Becky February 1, 2018 at 12:16 pm

We have a warranty issue with carpet in our home. Trying to speak to customer service here in Houston and they told me I was out of Their warranty. That took over 2 weeks and many phones calls to get that out of them. I ask for the manufacturer to get with them since my carpet is two years old. She said I had to go through them and after weeks of rudeness on phone. I preferred not dealing with you guys . She told me No body cares about you. She hung up. I truly believe your company don’t care about us. My family has Hurricane Harvey damage and we just got a tile quote from you, but since you don’t care. Wanted to call corporate but you have no number.

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Empire Today February 5, 2018 at 4:38 pm

Dear Becky,
We’re sorry to hear that your floor is in need of repair, and we’d like to further assist you. Please email your concerns and account information to customersupport@ empire-today.com, and mention Headquarters in the subject line so we can follow up with you ASAP.
Thank you.

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Misty Kim January 29, 2018 at 12:07 pm

Hello,

I need to speak to a representative who has the authority above a customer service rep. We originally scheduled an install to sell our home but decided to put the sale off until May when I called to reschedule the apt the CSR told me he could only book out 6 months but then at that point we could then reschedule for my anticipated date of April, as well as advising me to keep my deposit on hand. Never once did he say he will not be able to push my install until April. He then booked an install date as far out as his schedule would allow and actually told me he would take care of cancelling and rescheduling it once the apt in Jan comes up. I called today to reschedule because the emails clearly state that it was not taken care of as I was told it would be, only to be told that I cannot push my date to April as well as I will lose my deposit if I don’t book next month. The representative also could see in the notes that I wanted my install in April, so why would those notes be there if I wasn’t told I could do that? When I asked to speak to a manager I was told no that I would get the same answer. I would appreciate to speak to someone who has the authority to help me out. Regardless of policy I was mislead by the original representative and as I am still trying to conduct business with you I am sure someone can mush my appt. out to the desired date. I would appreciate a response. Thank you!

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Empire Today January 29, 2018 at 5:23 pm

Misty,
Thank you for making us aware of this matter. We regret to hear that there was confusion regarding your installation date, and we’re sorry to know that you were inconvenienced by this matter. We’ve located your order, and we’ll be in touch with you shortly.
Thank you for your patience.

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Ken Nsimbi January 25, 2018 at 1:53 am

I would like for a supervisor to contact me about Greg Sperte flooring advisor in Seattle. He displayed the worst possible customer service and doesn’t reflect your organizational views. I look forward to hearing from you 206.321.XXXX. If I don’t I will escalate it to HR or whomever will listen. Thank you.

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Empire Today January 26, 2018 at 2:35 pm

Ken,
We strive to leave a positive impression during our in-home consultations, and we’re sorry to hear that this was not the case. We’ll be in touch with you shortly to discuss your experience.
Thank you.

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Bob Stavenger January 24, 2018 at 10:14 am

Ok I have been dealing with this since September of 2017. The flooring that was put down in February 2017 was through out the entire house. We were told that when they removed the old flooring that all of the nail heads and staples would be flush before the new floors went down. In September we noticed that a nail head was pushing through a plank so we call Empire to report it. After a couple os weeks we did have one of the original installers come out and fix the nail and replace the plank. Several planks were replaced. We noticed that the original planks were not as shinny as the new ones but was told that the shinnyness would go away after a few weeks. The new planks stood out so bad that we contacted empire again and this time we were told that we would have to live with what was installed. This is not acceptable. I did not pay $10,000.00 to just settle with this. The new planks that were installed is in the middle of our living room and is very noticeable. The service request # is 1-2980377160. I would like a call back as soon as possible.

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Empire Today January 24, 2018 at 5:06 pm

Bob,
Your satisfaction is important to us, and we regret to hear that you’re not happy with your floor repair. We’ve located your account, and we’ll be in touch with you soon to discuss your concerns.
Thank you.

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Leta Marino January 12, 2018 at 5:24 pm

I am writing respectfully to achieve some satisfaction for my sister Mary Ann Marino.
The laminate flooring installed needs some repair. Bob and Tom came out and took pictures and notes to what needed to be done.
Repair people have consistently been cancelling and can’t seem to get out to her house for service. They call and never show up.
My sister is special needs and this is distressing to her and my family.
I have personally used Empire 3 times on the past with no problems.
I want somevrespect and satisfaction.
My sisters address is: Huntley Il 60142.
Mary Ann Marino # 847-669-XXXX
My number Leta Marino: 815-355-XXXX
Please respect your customers and look into this.

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Empire Today January 15, 2018 at 5:48 pm

Dear Leta,
We thank you for being a repeat customer, and we regret to hear about your sister’s current experience. We’ve located her order, and we’ll be in touch with her shortly to discuss her concerns, and start working on a resolution.
Thank you.

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Charles Renna January 11, 2018 at 8:10 pm

I am writing to inform you of two things
1, the floor that was done twice due to faulty material still appears rippled or warped.in areas.
2. The floating floor has now separated at the seams in two different places.

I would like immediate response on this situation please.as I am concerned this is happening.

Thank you
Chuck Renna

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Empire Today January 12, 2018 at 5:00 pm

Dear Charles,
We’re sorry to hear that your floor is in need of repair, and we’d like to further assist you. Please email your concerns along with you order information to customersupport@ empire-today.com. We look forward to hearing from you.
Thank you.

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Regena Carr December 19, 2017 at 2:46 pm

I’m am so frustrated with the customer service I have received from Empire Today. Ive been trying to get your company to honor shoddy for about 6 months now. The company placed laminate on my stair case in 2016. Less than a year later, the laminate started to slip. After being told that (by your sales rep) that the work would be replaced due to defect, I am still waiting for a resolution. My first call was back in May 2017 and as of December 19th, my floor is not completed. I have placed several calls to employees and nothing but empty promises, rescheduled appointments or appointment dates with no results. This is the worst company to do business with. Just worthless.

What does it take for this company to honor it’s shoddy work?….. A LAWSUIT!

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Empire Today December 19, 2017 at 5:34 pm

Dear Regena,
We’ve read your post, and we’re disappointed to hear that your concerns have not been answered. We’ll be in touch with you shortly to learn more, and start working on a resolution.
Thank you.

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Donna B December 13, 2017 at 10:42 am

RE to Empire flooring page 1
November 29, 2017, The contact states they will install the laminate flooring in my dining room living room and small closet in the living room and if the floors need leveling that was also included in my contract. See attached contract 14 pages. The closet was not done I was told by the installer I left the stuff for the closet you and your husband can do that. The installer showed up at 830am by himself at 930am he called someone and started cursing and getting upset. Around 1030am another person shows up then by 11am another person shows up then that person left, it took 10 and a half hours to do 2 rooms he was here till 6:30 pm, the floor not even not leveled makes noise throughout molding has gaps and is not matched correctly has the price tags on them and you can see the nails. I have pictures from the day after the install.
11/30/2017 ticket# -2916667295  1st ticket requested that a rep call me and come out and inspect the flooring and complete the contract that I signed. Empire staff took this as a joke and Justin Philly office told me that they have never had a complaint about the crew that installed my floors.
12/29/17 Wednesday installed all defective material I was told that I could do the closet they left the material in the dining-room for me to do that
11/30/2017 ticket# 1-2914225239  2nd ticket Thursday called and filed a complaint about the flooring and the gaps and unleveled nails squeaky floor
12/01/2017 Friday called again and requested that a rep be sent to my house was informed that empire doesn’t do that they will send out an installer team to inspect and the earliest they can do that would be Monday the 12/4/17.

12/4/2017 Monday 2 gentleman installers the main person was Carlos inspected the floors took pictures and measured the dip in the living-room as well as pictures and leveler and measuring tape. Took pictures of closet, baseboards and walked the floor and felt the different textures and the noise and the separations in the planks and the installed damaged pieces throughout the dining room and living room stated I should get a call back in 24 hours.
12/6/2017 Wednesday 9:50am No call as of so I called customer service and again explained my issues. New ticket for call back and to request my money back since this was paid in full on 11/27/2017 on my credit card.
12/6/2017 ticket# 1-2924779247  3rd Wednesday No follow up call ticket Justin sales rep for Philly
12/6/2017 Wednesday Ticket discount or refund of money 1-2924779250  4th ticket expect call back on Friday 12/8/2017 she asked if I was canceling my order how can I cancel the order they installed a bad product. I want my money back it is now over 7 days and I can’t use my kitchen as everything from the dining room is in my small kitchen , to include things from the living room, I can’t work in my office at home because we had to move the internet box that is in the living room. And if they reinstall again I have to move the box again and unhook the wires.
12/6/2017 Wednesday Received return call I was told by the rep Justin that he is waiting on my paperwork to be reviewed and he hasn’t gotten it back, I asked if the department was in the same building he said yes, so I said you can’t go over and have them pull it and take care of it, he tells me I am not the only customer in Philly and will have to wait I said with the same problem he stuttered I told him that was not acceptable and I want my money credit back he tells me with an attitude “Well that’s not going to Happen” I said I will notify my attorney and take u to smalls claim court. At this point Empire has no respect for the customer  

or the issues that took place and I will have to wait. I said thank you and hung up. It was his way or the highway and he talks over you.
12/6/2017 Wednesday Called customer service back again waiting on supervisor to get online Janice transferred me to Lisa here in Philly and now Justin is hunting down my paper work and they are saying the crew on Monday did not submitted the paper work I still want my money back and I want this resolved this weekend. No one understands that I cannot use my kitchen for cooking as everything from my living room and dining room is in my kitchen. She stated she sits right behind Justin and she is sorry if it came off that way from his conversation, I said that is ok I have it all documented including our conversation. I want my money back I will hire someone else to come in and rip this out and do it right. I requested they contact me back before close of business on Wednesday 12/6/2017
12/6/2017 Wednesday completed customer survey and copied and pasted this entire conversation into the survey and requested a rep call me.
12/7/2017 Did NOT receive a call back on Wednesday 12/6/2017 from either Lisa or Justin prior to the end of their office day.
12/8/2017 Did NOT receive a call back on Thursday 12/7/2017 from either Lisa or Justin or any rep from Empire.
12/8/2017 1013am ticket# 1-2924779250 want my money refunded back it is now 15 days to Christmas my house is wreck and no one from empire has called me at all. I have had to call them constantly to get answers. I requested that I do not deal with Lisa or Justin, I just want my money back and if not I will be going to smalls claims court and getting an attorney to get my money back. They installed this on Nov 29th 2017 and I have been calling every other day with no action or response from Empire.  

12/8/17 the customer service rep stated he contacted the Philly office and spoke with a rep there and that I am on the list for a call today and they will call me later today. All I want is my money back at this point I told him and how come no one from empire has reached out to contact me. I have been calling since the day after the install and if I don’t call empire customer service they don’t know I exist. I told him that if I don’t hear from Empire today by 3pm I will be calling back. And on Monday I am going to small’s claims court to file to get my money credited back.
12/8/17 Called my credit card company to stop payment to Empire Today HS or cancel the transaction 10:30am 3 way conversation with my credit card company and empire no resolution again it is a wait n see game with empire. My bank agreed that I did not receive the service that was agreed upon in my contract and that I will be hearing from my bank with-in 5 to 10 business days for the dispute and it has been turned over to a dispute agent who will contact me via phone and or email. We are putting the $5,121.00 in dispute, on my credit card no payment or interest will be charged to my account while in dispute.
3:00pm 12/8/2017 Friday still no call from Empire as stated by the customer service rep I should have received a call from Lisa the office manager by 3pm as she leaves by 3. I told my bank n customer service that Lisa would not call me back until it was time for her to leave that is exactly what she did n she did not leave a call back number.

3:21pm 12/8/17 received call back voice mail from empire from Lisa she left a message they got approval to replace the floors from upper management and it is a top priority but the earliest they could come out would be next Wednesday 12/13/17 they apologized for the inconvenience and they are very busy and booked solid. She did not leave a call back number so back to the 1-800 go help myself with empire, I am not available. I want my money back. I told my bank n customer service that Lisa would not call me back until it was time for her to leave that is exactly what she did n she did not leave a call back number. She stated someone else from the office will get ahold of me on Saturday the 9th of December because they are booked solid. Not my problem.
(I was unable to answer as I was on a conference call with my job I work till 6pm). I work from 630am to 5pm. And 1 hour extra to 6pm I work on the weekends as well.
12/8/2017 3:50pm till 4:32pm General Manager ticket # 1-2925075011 a customer back no this is not good as I will not be available. My time line for availability is past. I told her to read all the calls I have done since the 3th of November. I want my money back. I will hire someone else to do my floors in January or February when I am available again. This person gets back on and says she called Philly and canceled my contract I told her I did not tell her to do that I want my money back so she gets a manage on line who I have spoken to before, he stated he doesn’t know why the ticket was closed for a refund and no one called me to discuss the issues. He stated that upper management to include the main office in Chicago and all General manages and district managers will get this message and ticket . I told him I will call back again on Wednesday the 13th of December, as this allows for 2 business days again for someone from upper management besides Lisa from the Philly office how is a Customer service manager at the Philly office she is not the GM.

12/9/2017 Saturday did not receive a call from the Philly office time 2:25pm I am just finishing up my day at my job. They have my cell number. No voicemail no call.
12/11/17 Monday 1045am received call from Lisa about the flooring, I explained to her that I was not happy and that my schedule is too busy with work and family and at this point I just want my money back again she stated that isn’t going to happen and she deals with the financial departments all time. I asked her who her GM was and she stated she handles all these issues and that I would not be getting my money back that I can’t back out now since the floors were already put in, I told her that no that is not true the flooring you put in are damaged and my contract agreement was not handled and it took over 10 days for you to call me. I don’t feel that empire here in Philly took my needs into consideration they took the money out of my account prior to the install. I told Lisa I knew on Friday at 10am I was a priority on her call list and that you Lisa waited until 321pm to call me right before you left. If I was such a priority you should have called me that morning. Now you say you can reinstall anytime whenever I am available. I explained to you that my window of opportunity for Empire to correct there misstate is past I am not available as I have a tight schedule. You should have called me over the last 10 days but you didn’t then you said you got permission from upper management to replace the flooring you should have done that on Saturday 12/9/17 and why didn’t anyone call me on Saturday. She couldn’t answer that question. I have the voice mail she left.
12/13/2017 Called ref to ticket# 1-2925075011 Christine at customer service 1-800-583-2600 is checking her notes as all tickets again have been closed without a follow up from upper management.

12/13/2017 Christine sent me up to her supervisor at the national call center again. Supervisor Joe at the office in Texas call center will not create a ticket number and all tickets are closed and I will have to just wait on Lisa who has no supervisor as she is the supervisor for the Philly office, and corporate could care less as they send it back to the local who is mess. The Corporate office is in Chicago
Empire Today
333 Northwest Ave
Northlake Illinois 60164

Reply

Empire Today December 13, 2017 at 5:18 pm

Dear Donna,
Thanks for your feedback. We’re sorry to hear that your concerns have not been addressed, and we apologize for the inconvenience. We’ll be in touch with your shortly to further discuss your experience.
Thank you.

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Jeanine December 12, 2017 at 3:06 am

Hello I’m so disappointed in Empire..I will never recommend them to anyone..we were approved for credit by fortiva..there was a dispute with pricing and after several calls I th out the problem was solved.I was wrong.after months and months of never receiving a statement from fortiva called and was told that I had a $0 balance..called empire told them that I need a monthly state ment.the man was rude and demanded a larger payment than what the agreement was for..now I get a letter from a collection agency.I’m going to call our local news channel and tell my horror story about empire..now my credit is ruined at not fault of mine!

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Empire Today December 12, 2017 at 5:46 pm

Dear Jeanine,
Thank you for making us aware of your experience. We’re disappointed to hear that there was a miscommunication regarding your account balance, and we’d like to make this right. Please email is at customersupport@ empire-today.com with the phone number and street address linked to your order. Make sure to refer to your posting by putting Headquarters in the subject line. We look forward to hearing from you.
Thank you.

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Katherine December 6, 2017 at 9:56 am

This is day 3 that I sit at home waiting for Empire to install my carpet.
The appointments have been made however after I called Nov 29…’it was never confirmed in the system’. At that point I am scheduled by Fred Parsons nd Mike Botaishs’ team they will be here Dec 4….I get a call before 7:30 am ‘no one. Is scheduled’. At this point I call my sales person who clears is up and they are with out a doubt going to do install Dec 6. I call at 9am to get an estimated time….’ not confirmed’.
I have been home three day waiting with my room cleared.
There are significant operation problems that I would encourage Paul Connelly the Chief Information Officer and Keith Weinberger the Chief Executive Officer to address.
I have contacted the Better Business Bureau,
The Commonwealth of Massachusetts filing a Home Improvement Contractor Complaint form. I plan to reach out to Stevie’s about your American Business Award.

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Empire Today December 6, 2017 at 2:57 pm

Katherine,
We know delays are frustrating, and we sincerely apologize for the inconvenienced that this has caused. We’ll be following up with you shortly to further discuss the completion of your installation.
Thank you.

Reply

Vanessa Dittrich December 5, 2017 at 6:21 pm

Good Evening,
This is a continuation of my posting on November 27th and 28th.

On Thursday, November 30th, I received a voicemail from Kim in customer service. I returned her call and spoke with her in the afternoon (approx. 2:30pm EST). Your CS and installation department argued that when the installation manager Trevor agreed to a full replacement of the job, it meant only the dining room. Are you kidding me…ridiculous. Full replacement means full replacement not a dining room! I had my entire house installed with the same flooring. The follow-up inspection by Joe, which initiated Trevor’s subsequent visit was to reiterate my dissatisfaction with the original installation and to add the issue by the front entrance door, which I remediated at my own expense (see original post). The nerve your team has to play semantics.

I shared with Kim that their response was unacceptable and that the agreement was for a full replacement, not only for the dining room and any damaged floorboards at a good/discounted price.
I confirmed what was being committed to with Trevor before he left my house, and when Kim called me to make the arrangements for the full replacement I confirmed the work to be done and the timeframe to schedule the work (within one-year).
I asked to speak with the GM or Trevor. I was told the GM was not available as he travels between locations. So, I asked to speak with Trevor. I was informed that he was out of the office for the remainder of the day and off on Friday. He would call me on Monday, December 4th. I expressed my concern to Kim. My issue was escalated to corporate; I thought perhaps there would be a greater sense of urgency to correct the issue by the GM and installation manager. I requested a call back from the GM on Friday. Kim said that she was going to send an email to the GM John and Trevor letting them know of my concern/dissatisfaction and request for a call back prior to Monday. I didn’t receive a call back on Friday, December 1st.

On Monday, December 5, 2017, I received a voice message (speaker phone) from Kim, Trevor and GM John M at 11:53am EST. I was in a meeting and returned their call later that day at 1:50pm EST and left a message for Kim at the number she provided and then a voice message on the general CS number, ext. 4515. I did not receive a call back.
Today, December 5, 2017, I called Kim in CS and left a voice message asking her to return my call.
It is approximately 6:30pm EST and have not received a call back. It is apparent that your local team doesn’t have the same level of urgency, and value customer loyalty as I suspect your corporate office does. FYI…I am a three-time customer who has referred you to others.

I continue to be frustrated and dissatisfied. This experience is infuriating. I request and expect immediate attention.

I look forward to your response. Thank you.

Reply

Empire Today December 6, 2017 at 2:36 pm

Vanessa,
We’re disappointed to know that you remain unsatisfied, and understand that this has been a frustrating experience for you. We’ll continue to review your concerns, and we’ll be in touch with you shortly.
Thank you.

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Turner December 5, 2017 at 1:53 pm

Until this weekend, We were completely satisfied with the work of Empire, however the technician was sent out without sufficient carpet to complete the job.

I have made several calls, taken 2 complete days of work off, only to be informed that the installation was not confirmed. This is a total nightmare!!!!! Just spoke to someone name Anna ID # 2773, who apologized and could offer me $50 dollars. REALLY !! someway to ease the frustration and inconvenience..

How long does Empire expect a customer to wait before the installation is complete? and its Law that services should be rendered upon payment… This is totally not acceptable and I will not be doing business with Empire again!!!

C. Turner

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Empire Today December 6, 2017 at 2:26 pm

Dear Customer,
We’ve read your post, and we’re disappointed to hear that your installation has not been completed. Please email us at customersupport@ empire-today.com and provide the phone number and street address linked to your installation. Make sure to mention Headquarters in the subject line, so we may further assist you. We look forward to hearing from you.
Thank you.

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Laurie Blake December 1, 2017 at 10:39 am

I scheduled an appointment with Empire Today back in October. Gave them $467.03 for the down payment. The next day I cancelled the order. This was on October 16th of 2017. I have called 5 times to find out where my refund is and keep being told the check is in the mail. I called today and was hung up on twice. I will be filing a complaint with the Better Business Bureau and also going to small claims court on Monday December 4th. Your customer service is atrocious!

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Empire Today December 1, 2017 at 4:59 pm

Dear Laurie,
We understand that this matter has been frustrating for you, and we regret to hear that you have yet to receive your refund. We’ll further review your concerns, and we’ll be in touch with you soon.
Thank you!

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Amanda Woods November 28, 2017 at 7:17 pm

Please read this I’m out of any other options:

For starters, We lost our carpet in Hurricane Irma and finally got the money to purchase more. So we thought.

I have been trying to get carpet installed since November 7th, 2017. We scheduled an appointment for 5-7pm and a representative did not show. We rescheduled for November 9th and she showed, we told her we were interested in the purchase and to move forward with the sale. A representative was supposed to call us November 10th and schedule the carpet and vinyl installation for November 13th and 14th. There was no phone call and we left multiple voicemails for anyone from the office to call us back for the installation. The installation dates came and went and we continued to call leaving voicemails and work order numbers were placed through customer service. We were attempting to get flooring by Thanksgiving due to family coming to town. We had Thanksgiving on concrete floors and made the best of it covering it with towels and blankets for children attending. We eventually got a hold of someone from the office after demanding customer service to not hang up on us again and the person related they would just send someone else out for a DIFFERENT in Home estimate. The company already had our room measurements, what style and flooring we wanted, why would we need another person to come to our home? Well we agreed and waited until November 28 for another in Home estimate and naturally the representative was a no call and no show. I called customer service three times after the reprenever shpwed and they told me just to reschedule for another day since the representative did not show… I had to take off work, costing money, for them to not call or show and ask I just make another appointment? We’ve been calm up to this point but this drew the line, we keep getting lied to and just want our money back.
We need it to be installed by December 16th and have gotten no one to talk to us, answer our phone calls, or call us back. I have tried every other possible way to make this installation happen. I need someone to contact me, that isn’t just a customer service representative that will tell me they will leave a voice mail or make a work order that never happens.
Thank you.

Reply

Empire Today November 29, 2017 at 5:13 pm

Amanda,
We’re sorry to hear about the lack of follow up that you’ve received. We’d like to assist further but we can’t locate your account. Please send an email to customersupport@ empiretoday.com with your contact information, and we’ll get in touch with you to address your concerns.
Thank you.

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Vanessa Dittrich November 28, 2017 at 4:10 pm

Good Afternoon

Adding to my email sent to you on November 27, 2017 detailing my experience with your company.

Today, November 28, 2017, I have not received a call from your NY, Long Island customer service department and installation department. Today I have left messages for your general customer service voicemail, CS Manager Kim and Installations Coordinator Marie. I have not received a call back.

Please respond, letting me know you have received my this email and my email from yesterday, seen below.

Reply

Vanessa Dittrich November 27, 2017 at 6:11 pm

Please read my letter in its entirety. My letter only touches on a part of my experience.
I welcome your email response and encourage you to call and speak with me.

My most recent experience has been utterly infuriating and a disappointment. I have been trying to resolve this matter for over 2 years and it is still not resolved. Your N.Y. Long Island Customer Service Department and Installation Department has provided very little tangible support. They do not follow up and they do not keep their word when they say they will call back. I have worked in customer service for 20+ years and lead an in-bound sales and customer service contact center team. I have never experienced service as shameful as your team has dished out. I have been respectful to your team, hopeful and patient. It has gotten me no where.

I have requested to speak with managers countless times and they will not transfer me, put me through to CS voicemail or provide me with a contact name or number. I am beside myself. You have made me into ass because I’ve kept my part of the deal and I’m still paying my monthly bill for terrible workmanship and product. My last resort is to escalate this issue further. I don’t want to bring this to outside parties to resolve. I just want my floors replaced and done correctly and immediately.

October 2015, we had floors installed in an empty house. I was informed I needed a new sub-floor and agreed. The job was completed in approx. 2 weeks.
It was apparent immediately that the floors were installed incorrectly and they weren’t level and off in places by 1 to 2 inches, and the floating floor had too much bounce and give.
The floorboards were separating and shifting by 2 inches.
The engineered wooden floors selected were poor in quality.
The transitions from some rooms were off by ½ to 1 inch in height, transitions done poorly and the molding, quarter-round was measured, cut and installed poorly.
The installers broke a caste-iron radiator. They paid to have it repaired so it would stop leaking not to replace the broken valve.
I called customer service multiple times over a course of months. CS sent the original installer (Miguel) to come out to my house with glue to glue the boards back together.
Not satisfied, I called CS back and an installation coordinator Trevor was sent out. He inspected the job. He did not entirely agree with my concerns I had about the floors being not leveled and too much bounce and give and told me it has to break in, however he agreed that the finishing was an issue of molding and caulking and he approved a partial kitchen floor to be cut and reinstalled. You sent the original installer back out to caulk gaps, glue floorboards together and redo a partial kitchen. The job he did was terrible. Caulk was different colors, nail marks in the floor transitions, flooring curt too short.

I called CS. In addition, I called concerned that the subfloor by the front entrance was not secure and banging back into place after stepping on the floor. You sent another installer to review the job. Without question he acknowledged all the issues and concerns I had. He showed me with a level how unleveled the floors are and experienced the issue by the front door. His feedback initiated the installation coordinator Trevor to return. He reviewed the work of the original installer and agreed the work was poor and was apologetic. I walked him through the entire house and reviewed my overall concerns again, and he agreed an entire replacement was needed. The issue was the subfloor, length of floorboards, finishing work and a faulty product as well. Within a short period of time, Kim from CS called to say we have been approved for a total replacement. She said I had one-year to have the work scheduled and completed. I told her my husband was scheduled for surgery and that I would call back to make arrangements after he was well enough.
I began calling in Sept/October 2017 for the replacement. No one would return my call. I called Trevor directly and he called Kim in CS and she called me back within a day and left a message. It took multiple calls and two weeks for her to return my call. Finally we connected, I schedule the entire replacement for November 6, 2017. I requested a different installer not Miguel. Kim ordered the original quantity/footage of flooring and subfloor materials to be sent with the installers.
In preparation, I rented a POD and packed up my entire house except for large furniture to prepare for the replacement.

On November 6th, I received an automated message saying the installers were on their way. Your team was a no show on November 6th. On November 7th , we rescheduled for November 8th because I was told Trevor wanted to oversee the replacement, and is the reason why they didn’t show on Monday or Tuesday. November 8th, the original installer showed up with 7 boxes of flooring. He asked us what room was being replaced. We told him the entire job was being redone. We asked for Trevor and Miguel told us he is off on Wednesdays. The installer left our house. I called CS and explained what happened. Marie from installations called and left a message stating that it wasn’t setup for a full replacement and that she would have to speak with her manager and Trevor. Marie, her manager, Trevor or Kim in CS would call back. No one called back multiple times before CS Kim called me back.
I called back and was told by Kim that Trevor’s second inspection is now missing and they cannot find the approval. How can that happen? When your team/Kim from CS called me to confirm that I was approved for a full replacement. CS Kim called me to setup a date in Feb 2017 (which I postponed because of my husband’s surgery). Trevor told me before leaving my house that he was approving a full replacement and not to worry.

Since your team couldn’t find the inspection, I was now told that another inspection needed to be done. I told Kim I didn’t want another one and that the notes in my account should confirm I was approved. I told Kim that I am very concerned about having another inspection at this point. Back in September, I called Kim in CS because I wanted to remove a wall and add closets in the house. This was the right time to do it because a full replacement was approved. She confirmed it would be ok because the replacement is approved and notated on my account. So I moved forward with the construction. I asked the contractor to repair the issue by the front door because I was concerned it was getting worse and someone could get injured.

I was told a new inspection was a must. Your instillation coordinator Marie comes with CS Kim to inspect the job. Making sure to remind Kim and Marie that a few of the issues have been resolved because I had fix the floor and other issues before building back. In addition, the furniture was rearranged because we were preparing for a replacement. The furniture was partially sitting on top of specific areas of the floor that were of greatest concern. I was unable to move the solid oak piece of furniture 80×90 inches in size by myself to show the full extent of the poor installation. Marie and Kim should have been able to see and experience the issue. I also reiterated to both of them that since I was approved for a full replacement, I didn’t concern myself with always covering the floors with drop clothes. I am very concerned.

Since Tuesday November 21st, I have been calling your CS department, the extensions and cell phone numbers your team has provided, I have left messages on all VM, called the sales department as a last effort for today, and no one has called me back to date, November 27, 2017; 6:15pm

To date, I have incurred approx. $3200 in expenses for the rental of a POD and packing supplies and for fixing the floor in the front entrance and the delay in construction is now accruing fees because your team has not kept your word to fix the problem to my satisfaction.

Your team had a blank slate when they came to do the initial installation. It should have been easy and painless. Now I have to pay for your team’s poor business practice.

Thank you for taking the time to review my concern.
I look forward to your response.

Reply

Empire Today November 28, 2017 at 4:17 pm

Dear Vanessa,
We’ve read your post, and we’re disappointed to hear that your experience did not meet your expectations. This is not the level of service that we expect for our customers, and we’ll be in touch with you shortly to further discuss your concerns.
Thank you.

Reply

Constance C Wheeler November 21, 2017 at 10:06 am

GM
This installation has been a nightmare. On October 24 2017, I sat with George Svadeba and ordered two rooms of carpet, honey tone and grand junction. When it was delivered the grand junction color was incorrect. They installed the honey tone but they didn’t have the transition which they promised to bring. On November 15,2017 I was told that the grand junction aspen would be delivered. I was never notified that morning as before, when I called they said the order was not in. That was almost a month after I ordered it and it still was not in. They said they would bring it on Friday Nov 17, 2017. They also said the transition would come also. That Friday they sent subcontractors and they didnot have the transition or knew nothing about it. Then they said I had to pay the 500.00 balance before they would start. I had already paid over 3,000 and was insulted because they didn’t speak english and their interpreter said that another lady had not paid the money after they installed the floor so they didn’t trust me. I am requesting a complete refund and my transition floor still has not been done. I finally spoke with the cancellation dept this morning after over 10 attempts since last Friday and spoke with Bill, he was very helpful and said that my refund would be sent. He said he would send the information about the transition to the installation dept. I have been jerked around so much by your company until I just am not sure that any thing will happen. I called my salesperson on Friday and he was rude and hung up on me when I told him I wanted to cancel. Your company will be reported to the BBB and you should stop saying you are number 1 with them because in my estimation you should not be on the list. They told me my refund would take 7-10 days and I hope that is correct.
Horrible service
Thank you

Reply

Empire Today November 22, 2017 at 5:00 pm

Dear Constance,
We regret to hear that you were inconvenienced by a delay in your installation, and understand that your order was cancelled, if you continue to have questions and/or concerns please contact us at customersupport@ empire-today.com.
Thank you.

Reply

shirley kauers November 15, 2017 at 5:38 pm

Our situation is beyond ridiculous….installer didn’t put the toilet on tight after installing floor. I called & e-mailed Empire telling them about it & that we were going to get mold as the water was seeping under the floor. After a few mo. they finally came & tore out the floor * found out there was mold. We lived with the mold for another few mo. before someone came out to take care of it. Now I keep calling & calling bc some of the drywall was taken out. Finally they called & told me to find a drywaller, which was not my job. I called when I found one, & was told they would send me a check to cover the expense….now I’ve been getting the run around for weeks to get the check, I also need a vanity as the old one was thrown out. My toilet has been sitting in the hall since August so we haven’t had use of our bathroom since then. I totally think that we should be compensated for our time, aggravation, living in this house with mold for months, & calling on the phone all of the time. If I don’t get something done SOON, I’ll be contacting my attorney & contact 6. They will be getting something done here.

Reply

Empire Today November 17, 2017 at 1:18 pm

Dear Shirley,
We apologize for your experience, and are disappointed to know that your concerns have not been addressed. We’ll be in touch with you shortly to further discuss your concerns.
Thank you.

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Hiland,Marie November 7, 2017 at 1:29 pm

Horrible Company!! But thanks to Melissa in customer service she has been helping me out a lot. She is the best!!. There should. be more like her in your company. I just wanted to put in a good word for Melissa Kagan for all her help and good work and quick responses she has given me!!!

Reply

Empire Today November 10, 2017 at 4:20 pm

Marie,
We’re happy to hear that our representative Melissa has been of great assistance to you!
Thank you for sharing!

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Adam N November 6, 2017 at 5:07 pm

Update number 3. Have to leave a new review because comments because comments within past ones won’t get looked at.

The installers finally showed up and didn’t have any supplies! They said they did not bring glue or and of the underlayment. Also commented that they didn’t even have the correct vinyl. After they leave I get a call from my nieghbor that they spilled something in my driveway and left a pretty good size gouge in it when they tried backing out with the wheel chocked. Funny thing is they used a rock from my garden as a chick and then threw it in the middle of my yard. I would love to say this surprised me but with how horrible this experience has been I’m not surprised. I have no idea how this company has such disconnects from the sales to the service. Could not be anymore DISSATISFIED.

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Empire Today November 7, 2017 at 5:00 pm

Adam,
We’re disappointed to hear that your repair was not completed as scheduled. We understand your frustration, and we’ll be in contact with you shortly to discuss a possible resolution.
Thank you.

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Cynthia November 6, 2017 at 11:58 am

We purchased a carpet for our lower level, a year later we started noticing carpet rolls so i called Empire Today to find out if they could have their installers come back to tighten up the space. The customer service agent gave me a confirmation number and told me that Steve Fulbright would call me back to set up an appointment with me to come out to see the carpet. My FIRST call was October 19. He or anyone has yet to call me. This is now November 6. I have called a total of three times trying to resolve my issue. I keep getting the same answer……..”We will have someone call you”. I will NEVER use this company again because apparently they don’t stand behind their work and I feel like i’m getting the run around.. I bet if I were ordering a new carpet I would get a call right away.

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Empire Today November 7, 2017 at 5:03 pm

Dear Cynthia,
Thanks for bringing this matter to our attention. We’d like to assist you further, but we can’t locate your account. Please email your account and contact information to customersupport@ empire-today.com, and mention Headquarters in the subject line.
Thank you.

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Zyneisha Green October 31, 2017 at 4:12 pm

As a new homeowner I had much to fix up in my new home. I called Empire and right away they came to give me an estimate. I was quoted 1,500. I then paid a 150.00 dollars deposit. I got the Wells Fargo loan and got approved for 4,800. When Well Fargo finally sent me a bill Empire had charged me twice!!! They charged me twice for the same work !!!! I reached out to Wells Fargo and Empire. Empire apologized and told me the problem would be rectified within 24 hours. Unfortunately Empire is responsive only when taking money. The person handling my case came in late and left early without giving me a call or removing the charge. I called three times leaving work to rectify this matter. The have me using more than 30 percent of my credit card on a putting my credit in jeopardy. This is beyond stressful and the reps are unreliable and there is only one person that can handle this so if she goes on vacation I am just stuck. This experience was horrible and I would learn how to do carpets myself before using them again. I have enough stress as a new homeowner this was not what I was expecting.

Reply

Empire Today November 2, 2017 at 2:26 pm

Dear Zyneisha,
We’re disappointed to hear about your billing concerns, and understand that we have since spoken to you in regards to this matter. If you continue to have questions and/or concerns please contact customersupport@ empire-today.com.
Thank you.

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Jon F. October 30, 2017 at 12:53 pm

Had carpets and hardwood flooring installed just over a year ago, Was ok job except the worker who re-installed toilet did a quickie job and failed to bolt it down, been LEAKING underneath ever since and now leaks when flushing. Thank goodness just water and not waste water but trying to get EmpireToday to fix it, excuses, excuses and EXCUSES.

Spoke with some lady who at first refused to offer help and then said will pay for half but after having professional plumbers check it out floor is WARPED, wet all around so this leak has been going on a long time.

We have left many messages but she does not return calls so next step LEGAL if they do not replace floor and install toilet CORRECTLY.

I do not like people and businesses that refuse to admit they just could be wrong and in this case ARE WRONG.

Won’t be checking back here but will be expecting them to totally replace floor and fix THEIR POOR WORK including installing toilet CORRECTLY.

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Empire Today October 30, 2017 at 5:22 pm

Dear Jon,
We take matters such as this one very seriously and sincerely regret the inconvenience. We’ll be in contact with you shortly to continue working on a resolution.
Thank you.

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Jon F. October 30, 2017 at 9:24 pm

What this web site needs here is a DELETE and EDIT system.

I guess posting shortly after the first that we DID GET A PHONE CALL means nothing.

Please have your webmaster add DELETE and EDIT to this system.

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Jon F. October 30, 2017 at 5:31 pm

Update, got phone call and things are moving forward, how fast will know in a day or two.

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Julie Mosley October 30, 2017 at 12:15 pm

I’ve been dealing with Empire for a week after a botched installation job. Today they are meant to correct the issues and reinstall a room of carpet. After 5 calls to Empire, they are unable to get a hold of the installers!! What type of installers do they employ hat they can’t find them! You beater believe that I am filing a complaint with the BBB. Atrocious experience!

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Empire Today October 30, 2017 at 5:18 pm

Julia,
We’re sorry to hear that your concerns have not been addressed. We understand your frustration, and we’ll be in contact with you soon.
Thank you for your patience.

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Linda Pfaffe October 27, 2017 at 10:46 am

I had carpet installed incorrectly over a year ago. After 500 phone calls, 5 visits from installers who could not do the job and 2 days spent waiting for the installers who never came (after I stayed home from work) and contacting the Better Business Bureau my carpet was finally re-installed on October 9th. As per our agreement with the BBB I was supposed to be given a $350 credit to my account (not a store credit) for all of the inconvenience.
I have yet to see the money. Kim Laurecella (not sure of the spelling) has called me serveral times during my working hours. I am a teacher and can’t pick up the phone at certain times. I have explained that. I have called Kim back within minutes and she does not pick up her phone. In fact, I have called her at least 50 times over the last year and she NEVER has picked up her phone, everything goes to email. I have left 5 messages saying we do not need to discuss my credit, just credit it to my Empire Wells Fargo account. That has not happened.
Please help me to resolve this issue immediately, I have already wasted a year of my life on phone calls and visits and I just want to close this chapter!
I would also suggest you replace or change your customer service agents because they are unavailable and do not do their job as promised.

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Empire Today October 27, 2017 at 5:11 pm

Linda,
Our mission is to make beautiful new floors easy for all of our customers, and we’re disappointed to hear about your ongoing experience. We’ll be further investigating your concerns, and we’ll be in contact with you shortly.
Thank you.
-ET Customer Support

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Linda D Pfaffe November 2, 2017 at 9:24 am

STILL WAITING FOR A RESPONSE!!!!!!!!!!!!

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Paul Robbins October 26, 2017 at 4:37 pm

We had our carpet installed in December 2016 after several no shows and it was a terrible job – all of the seams were evident and not fixable. We were promised a replacement carpet and again no shows until the installers showed up with the wrong carpet. We had a sample of the correct carpet and the installers agreed it was not the same. Beyond frustrated now, we were promised another upgrade and an install was scheduled – another no show. Now all I want is a refund and void the warranty on the carpet we have. Our contacts have been Elena Nelson and now Scott Heath (Tampa). We have missed too many days from work and cannot trust Empire to do the job any more. We have notified BBB and Discover Card and do not want another offer from Scott Heath – just a refund.

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Empire Today October 26, 2017 at 5:23 pm

Dear Paul,
We understand that this has been a frustrating experience for you, and we apologize for your experience. We acknowledge your concerns, and we’ll be in contact with you shortly to address your concerns.
Thank you.

Reply

Adam N October 24, 2017 at 10:35 am

Update to previous post. Service tech came and told me they may not be able to get the section I need and the replacement might not match. So he said it’s best he also give me a quote to have my entire floor replaced again. It’s only 2 years old and a life time warrenty but I have to have the whole thing replaced because they might not be able to get the product anymore. What was the purpose of the warrenty? Still have not had any correspondence on my intial post other than the reply within the post.

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Adam N October 19, 2017 at 9:01 am

I setup an appointment to have a section of floor reinstalled after we did some remodeling. It was setup through the website and the gentlemen showed up the very next day. He informed me that even though I had installed this floor only two years ago and it’s no longer available. He went the extra step to setup a warrenty/service call for me. Unfortunately that’s where the excellent service ended. I have gotten 7 calls regarding my sales call but nothing of value in terms of my service call. I had to call the office multiple times and request to be put on hold while the call attendent tried to contact the local office. 3-4 Times they were unsuccessful. My response was “how do I expect them to get ahold of me when their own company cannot?” After way too much effort I finally got someone and they gave me a day for my service call but could not narrow it down anymore than “sometime between 8am and 6pm.” Are you serious? What really frustrates me is I have to pay 75 dollars for the service call, lose a whole days pay to be there, and I know what will happen. I will be told they need to order the supplies and repeat the process all over again. This service is unacceptable. I purchased a floor that, as I was told, came with a life time warrenty. Little did I know I would be the hardest working person to ensure that warrenty was upheld. I would try an repair the sections myself but the cut lines on the install are horrible and they did not leave me any scraps. I tried to make a complaint about the service call but was told the only way to do that was to be transferred to the very office I was trying to complain about. Something has to be done!

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Empire Today October 19, 2017 at 4:09 pm

Adam,
Your satisfaction is important to us, and we’re disappointed to hear that this was your experience. We’ll be in touch with you soon to further address your concerns.
Thank you.

Reply

Adam N October 20, 2017 at 11:47 am

I look forward to hearing from you

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Mary Detring October 17, 2017 at 2:40 pm

We ordered flooring to be installed in our dinning room and kitchen. We also ordered baseboard for the rooms and we were charged for that also along with the installation of our new flooring. We needed 6″ baseboard and Empire agreed that if we bought the 6″, and had it ready on installation day, they would install it for us after they laid the floor. I repeat, we were charged for the installation of our baseboard also. I bought and painted the 6″ that we needed in both those rooms. The adjacent rooms all have 6″ and meet up with
kitchen and dinning room. Three great men came and installed our floors yesterday. They did an excellent job laying the new flooring but said they wouldn’t be able to install our baseboard because they didn’t have the right tools. They also told me that Empire was going to send someone to install the baseboards later that afternoon or the next day. I have called the general sales manager Jamie Butters, 866-588-2392 ext. 5112, two times now and he still hasn’t responded. I put a $477.00 deposit on these floors and am
in debt for another $4,100. Hey Empire, practice what you preach and please finish the job.

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Empire Today October 18, 2017 at 2:25 pm

Mary,
We understand your frustration, and we’re sorry to know that you were inconvenienced by these issues. We’ll further investigate your concerns, and we’ll be in contact with you soon.
Thank you.

Reply

Tina Bonanno October 17, 2017 at 2:01 pm

I am writing in response to such a poor experience with your company from the sales people lying about moisture barrier they were putting down it should of been the thicker one that is not what we received also my house 7 days counting is not completed all the transitions pieces are not down as the installer cut them wrong so they had to get new plus they did not have quarter round to match my cabinets also my quarter round looks terrible it was never finished or caulked it is a trip hazzard not to mention the transition piece for my carpet is not on and my carpet is pulling back I have been lied to from everyone in this company as to when this job is to be completed They broke the waterline to my fridge as I had to call a plumber to fix it not to mention he had to cut my drywall behind the fridge where all the transitions pieces go are a trip hazzard this issue really needs to be taken care of I wish I would of seen this page before I decided to go with this company as it looks like the customer service sales and installation all lie tomorrow will be 8 days my floor is still not completed I would love to know if the installers are licensed and bonded as we were told if they were my quarter round would not look the way it does and my floor in spots is not level they told me that would go away as I do not believe that either funny thing they sure charge you even if work is not completed neither one of my 2 rooms or completed it is a shame so if they say 40 years with the BBB and amazing customer service wrong if they say this certain product comes with the floor not true I did not get the padding that was shown to me and if you have a problem no one calls you back and you are on hold forever and they hang up on you I am one displeased customer I would never refer anyone To Them so besides having an incomplete floor I have to pay for someone to fix my drywall on my freshly panted walls

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Empire Today October 18, 2017 at 2:13 pm

Tina,
We’re sorry to hear that you’re unsatisfied, and sincerely regret the inconvenience. We’ve located your account, and we’ll be in contact with you soon.
Thank you.

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Anwar Euring October 16, 2017 at 4:36 pm

They showed up without enough material. Salemen measured incorrectly. So my tile couldn’t be installed. I was supposed to hear from someone. A week later I called to get it scheduled. My carpet was installed first. When the tile was installed they had to lift carpet where it transitioned. Now the carpet is coming loose and the padding isn’t laying correctly. I called twice before it go scheduled.They came didn’t call knocked left in a BLINK. It’s all on camera !!I called 3 more times each time they stated someone will call to reschedule it’s being escalated to urgent. Finally today I demanded to speak to any manager. The person quickly told me they dont handle scheduling.I finally got one I asked her for Corporate number. She gave me a number that noone answers. She sent email said some will call me. This time after losing it treating to contact Better Business Bureau and Corp Office I get a call. I explain what happens to General Manager. The first thing he did was make an excuse. He was on vacation for a week. I just spent $5500 and that’s your response. I’m sorry I lost it. The only upside I’m scheduled finally. This company has been around forever. The problem just became obvious it’s leadership. No follow up ,no planning and salesmen that cant use a tape measure. They have a 1.6 is the rating in Indianapolis its clear why.

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Empire Today October 18, 2017 at 2:05 pm

Anwar, Your satisfaction is important to us, and we’re disappointed to hear that this was your experience. We’ll be in touch with you soon to further address your concerns.

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George Castro October 12, 2017 at 9:51 am

I had carpet installed in my upstairs about a year ago. Getting the carpet was a problem in itself. The installers brought the wrong carpet then they came on the wrong date and then they didn’t have the right material. Empire was giving me a hard time with the price because they insisted they brought the right carpet when it was clearly a cheaper one. Once everything was finally ironed out, the carpet started to warp slowly but surely. I called the 800 number and was placed on hold overtime I called. When I finally got someone, they said they would charge me $35 to look at it and then depending on how bad it was they would have to figure out a price…are you kidding me??? After this long ordeal you are still asking me to pay more for poor service with a strait face? Even as we speak I am on hold again so the customer service rep can tell me that they will call back and they don”t. Oh wait they just told me they can’t do anything for me but lower the labor for it. FYI the manager was too busy to speak to this paying customer so she had one of her associates “break” the news to me. Unreal…I advise anyone who wants quality work done with great customer service to go to anyone else but Empire!!! They spend more money on advertisement then quality workers and customer service!

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Empire Today October 12, 2017 at 1:38 pm

Dear George,
Your satisfaction is important to us, and we’re disappointed to know that your carpet is not meeting your expectations. We’ve located your account, and we’ll be in touch with you shortly to discuss possible repair options.
Thank you.

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Gary Gotling October 9, 2017 at 5:24 pm

I made and received a confirmed appointment notice from Empire to give me an estimate on home flooring. You were suppose to be at my home Saturday, 10/7 and no one showed up. When I called your 800# the paid no – help person said that you ran out of people to full fill your confirmed appointment and they could not offer any reason why. Why didn’t I get a call on Friday saying you would not be able to come out on Saturday. Instead I wasted my Saturday morning. VERY POOR service.

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Empire Today October 11, 2017 at 4:05 pm

Gary,
This is not what we expect for our customers, and apologize for keeping you waiting. We’ll be in contact with you soon to make things right.
Thank you.

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Terry Lombardi October 6, 2017 at 10:59 am

On Monday the 25th of Sept I had an appointment. from them to come fix my rugs. I called 3 hrs after waiting to be told sorry not enough workers today. Make another appointment for Wednesday and I do get a call at 7:15 am i am second in line they will be here in the afternoon. At !PM i call now I am told my afternoon appointment to evening between 6-7 PM. then Ellen calls me back to tell now between 4-5 Pm. OK now mind you my home has NO furniture in it since Saturday the 23rd because it couldn’t on the rugs. Needless to say at 7:30 PM we moved our furniture back into our home. Kate in customer service called to reschedule and give me a discount and I am sorry and understand my frustrations. As I was told after waiting that at 6:45 PM I turned them away.NO I DID NOT I WANTED MY CARPETS FIXED. so where did they wonderful workers go? NOT MY HOUSE.. My carpets are NOT fixed and I have pictures to prove it. Empire lay them down and now I have to find somebody trust worthy to fix their mistakes. Thank you, no more business or refusal from me and to bad I can’t take them back and the money already made from them.

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Empire Today October 6, 2017 at 3:17 pm

Dear Terry,
We know that this has been a frustrating experience, and understand that we’ve discussed possible solutions with you. If you continue to have questions and/or concerns please contact us at customersupport at emprie-today.com.
Thank you.

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melissa eSanders October 5, 2017 at 5:02 pm

I have been waiting over 2 weeks for someone to contact me…about my flooring the installer did not put my washer hoses in properly so it soaked my floor and on top of that he pushed my fridge into the wall hitting the shut off valve and that proceeded to drip for 2 weeks without me even knowing!!! been calling Empire sending photos , emailing getting nowhere!! my next call is to a attorney !!

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Empire Today October 6, 2017 at 3:26 pm

Melissa,
We’re disappointed to hear that you have not been contacted in regards to this matter. We’ve located your account, and we’ll be in touch with you shortly to further discuss your experience.
Thank you.

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Tricia Pribyl October 5, 2017 at 9:15 am

Today (October 5th) Empire was supposed to install carpet in our daughter’s bedrooms. We received a phone call today to at 730am to inform us the carpet isn’t in stock and they do not know when it will be in stock. We hired a painter to come in and finish their rooms in fear we would not make the deadline of today October 5th. You can’t tell me that Empire didn’t know the carpet wasn’t in stock a few days ago. We are very disappointed that we spent the money for a painter (he came the last two nights to finish) and that no one informed us until the date of delivery the carpet wasn’t in. And as of now not one person has attempted to call to reschedule or possibly follow up with us on maybe choosing a new carpet. Is this carpet out of stock forever?? With the delay we could have saved money on the painter and now the wood floors going up to these bedrooms will be finished next week, we are fear the wood floors will be damaged due to them lugging the carpet up the stairs. I feel we deserve some answers and a phone call.

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Empire Today October 5, 2017 at 4:59 pm

Tricia,
We dislike delays as much as you do, and sincerely regret the inconvenience. We’ll be in touch with you shortly to reschedule your installation.
Thank you for your patience.

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Jennifer September 26, 2017 at 3:17 pm

I was supposed to get a carpet installed today. After closing my retail business for two days and hiring people to move equipment, the installers show up with the wrong size carpet. Apparently my salesman made a mistake with the measurements. Mistakes happen. I get it. But good businesses are the ones that make it right. After waiting for 3 hours to get the main installation guy (Mike Daleo) on the phone, I was met with a bad attitude. He told me that stuff happens, and we could talk about compensation after they installed the reordered carpet. I said, no, that needs to be talked about now. He said that there’s no reason he should have to lose money on this job. Really? You failed to properly measure a wide open square room, and you shouldn’t lose money on it? But I should? Store rooms flood, sub floor is rotted, carpet arrives damaged from the mill….those are things that just happen. This was gross incompetence, followed by a terrible attitude. I still don’t know how this whole thing will play out, but I’m hoping it doesn’t turn into a problem, and I’m hoping that corporate doesn’t allow their employees to treat their customers like this. On the bright side, I also got vinyl flooring installed, and that came out great.

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Empire Today September 26, 2017 at 5:32 pm

Dear Jennifer,
We’ve read your review, and are disappointed to hear about your carpet installation. We regret the delay, and would like to follow up with you to make things right. Please email your account and contact information to customersupport at empire-today.com, and mention Headquarters in the subject line to we may further assist you.
Thank you.

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Kristen H September 26, 2017 at 8:04 am

It is really difficult to deal with a company that does not have a store front and the customer service agents pride themselves on scripted answers and refuse to listen to the details of your concerns. I purchased carpet and baseboards from your company,both were scheduled to be installed on Thursday, the guys doing the baseboards showed up with the wrong size basboards, he left and never said when he would return. I tired calling Empire for over 2 hours to tell them to deduct the price of the base boards and I will pay for them once they are installed.Several customer care agents told me they did not see a hardwood request listed. I basically had to spell out baseboards to them. Finally a Jennifer from the Baltimore warehouse called me back, I explained the situation, she made a small deduction in price due to the inconvenience and ensured me that someone would be back Monday to installed the baseboards. So here we are Tuesday, I took off work again, no one showed up to install the baseboards and no one called. I called and left several messages and no one has called. Customer service is awful, if I were you, stay clear of this company, you get what you pay for.

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Empire Today September 26, 2017 at 5:28 pm

Kristen,
This is not how we want installations to go, and we’re concerned about your experience. Please write to us at customersupport at empire-today.com with both your account and contact information, and mention Headquarters in the subject line so we can discuss this further.
Thank you

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Kristen H September 27, 2017 at 7:25 am

Day 3 after baseboards were to be installed and no one has yet to call me or respond to my many left messages. The worst!!!!!!

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Kristen H September 27, 2017 at 10:35 am

When you call, they transfer you, then hang up. They refuse to honor the contract they generate. 3 days after the 2nd scheduled install. The worst!!!! If you cannot provide the service you agreed to, refund my money.

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Betty Eisenmann September 20, 2017 at 3:36 pm

Installed Empire floors in whole house to the tune of 34K in December on 2014. Had many other issues but the latest is the flooring in the basement is getting black mold spots on the engineered wood. These are not tiny little spots, these are huge! Tried to have it repaired. Made FIVE different appointments for contractors from Empire to come out and fix there was always some reason they could not. The last contractor showed up a couple of weeks ago and called his boss. His boss said not to repair the flooring. The contractor pointed out many other blacks spots starting to form and spread. He stated that this engineered wood should not have been installed in the basement. There is too much humidity. We were told before installation that the humidity level would be checked to make sure this engineered wood could be installed. Apparently no one did that. I have tried working with the district manager out of Baltimore/Washington, Charles Ogun. He is not returning my phone calls. He gave me his extension when I could never get any of the other customer service reps (Danielle Stewart to name one) to ever return a call. Virtually no one will answer a call and when you leave messages no one returns them. Danielle even said “Well I don’t have time to listen to my messages, I get 75 a day”. I need Empire to resolve this situation. Empire needs to replace the floor with something that will work in the basement at their expense. And Empire definitely needs to work on customer service.

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Empire Today September 21, 2017 at 5:21 pm

Hi Betty,
We’re disappointed to hear about the issues that you have been experiencing with your hardwood floor, and understand that we’re currently working on a possible solution for you. We’ll be following up with you soon, once we investigate this matter further.
Thank you.

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Don Jackson September 12, 2017 at 2:52 pm

September 11, 2017

Dear Susan,

Per our conversation today (9-11-2017) in reference to the above mention contract, you offered two possible solutions to our frustration and total dissatisfaction with the product and service offered by Empire-Today. Your proposed solutions were (1) remove the existing newly purchased carpet and replace it with a better quality and thicker carpet at no additional expense to us or (2) install transition pieces that will match the existing hardwood floors and the carpet, again at no additional expense to us.

To be honest with you, at this point, I believe the best solution would be for Empire-Today to come to our house, remove all of the carpet and pads that you have installed. My reasons are this:  

(1) the pads used in the living room are a form of StainMaster pad that I believe is intended to improve the life of the carpet. However, the pads that installed through out the rest of the house are not StainMaster and are ,in fact, a type of multicolored pad that does have any type of moisture barrier under the carpet. When Loni sold this contract to us, she said that all of the install would have a moisture resistant barrier and that the carpet would have a long warranty because of that barrier. When your install team was here the most recent time, they exposed a corner of the pad that was installed in the game room. Total different product. 

(2) the multiple attempts to correct a totally unsatisfactory install of the carpet in the living room and game room has resulted in a product finish that looks stretched and tattered as if it was already multiple years old instead of a July 5, 2017 install.

(3) the stairwell carpet install has already started to become un-nailed and corners are beginning pop up. This is a very recent discovery that was noticed by us just yesterday. Perhaps, this was caused by the time of night that the installers were finishing up the stairwell and living room, which occurred between the hours of 10:00 PM and 11:00 PM.

(4) From the very beginning of this purchase, we have been lied to by everyone from the sales lady (Loni), to the installers, to multiple staff members of your company. Loni promised us high quality Berber Carpet, high quality 1/2 inch padding, and a finished product that we would proud to own. That has not been the case, in the slightest. Apparently, the Berber carpet that we received was not of the quality she said because now you are offering us a “high quality” carpet  as a method to fix this mess. Loni also said that the carpet would blend in well with the existing floor and that transitions would not be needed. Again that turned out to be totally false. We made this purchase in June 2017 and the installers appeared at our door a few days later, ripped up the existing carpet and then “discovered” they would need to add 3/4 subfloor before they could install our new carpet. As subflooring was not mentioned on the purchase agreement, you and I had to renegotiate the contract where I agreed to purchase the needed subflooring and that you would reimburse me for 1/2 of that cost and that you would pay for the installation of the subflooring. This reimbursement of 1/2 the cost has still not appeared on my credit card.
Your crew returned on July 5th, minus one worker who apparently was too ill from partying on the 4th of July to attend work. This 2 man crew arrived at approximately 8:30AM and worked until 11:00PM and the work quality shows it. I will not go into discussing again the shoddy work they preformed on creating a new subfloor because we have been thru this discussion way too many times. The most recent attempt by them only resulted in them cutting strips of wood and stuffing those strips down into the gaps between the hardwood floors and the subfloor that had previously installed. You assured me that when they arrived for this latest effort to fix their previous work, that Mike (your install inspector) would be coming with the install team to make sure the job was completed correctly. Mike, apparently, was sent off to another job and was not able to come to our house for even a quick peek. Regardless, the install team came to our house without the 169 sq ft of material needed “Fallen STA in the Skies” nor the plywood that Mike had instructed them “in writing” to bring with them. Mike’s instructions are very plain. “Installer to take up carper in LR and reinstall 3/4 plywood to be purchased at hardware store, install plywood so it reaches all edges and scribe around fireplace so it is not 1 inch away.” Mike also stated, in writing, that they were to bring 169 sq ft of new carpet. The install team stated to me that they would be responsible for the cost of the new carpet and the plywood for a new subfloor and they can not do that. Again, they left our house with a substandard quality of work. Our house is now in worst shape than it was because they had to stretch the existing carpet even tighter than before and it is already beginning to fray.

Susan, I’m tired. 

If you were to bring in a new and “better quality” carpet, the you would also need to replace the carpet in the game room and stair case as it is the same pattern as the living room floor. The carpet on the staircase has already started to fray on the corners (which is very strange because that area can not even be walked upon) and the edges of the carpet in the game room have already started to separate from hardwood flooring. PERHAPS, if you were to have an actual professional install team to come to our house, remove the existing carpet from the living room, game room, and staircase and rebuild the subfloor correctly, and then also install matching transitions to new “better quality” carpet then PERHAPS we can finally put an end to this entire crazy, crazy mess.

I still find it very disturbing how this install team of yours could have done such a quality job on the two upstairs rooms and totally screwed up the rest of the house.

Please contact Chrissy at 206-898-XXXX or at the above email address of cjjaxs at gmail.com to finalize your decision as I will be out of town until Monday of next week as I must travel to Mississippi to bury my brother (if the hurricanes will allow us to do that.)

Regards,
Don Jackson 253-218-XXXX
don.jackson48 at ymail.com
Hello Susan and All,

In addition to Don’s email, here are a couple to add to the dissatisfaction with Empire Today and the fear of having your company continue to deceive us  with you trying to fix the continuous problem.
We were charge a fee for your installers to move large furniture.  That NEVER happened.  Don and I move the moved the furniture 6 times (3 visits- 6/27, 7/5 & 9/7).  We were told by you on 6/27 that those fees will be reversed and credit back to us.
Both time the installers were here, cleanup was NEVER done. We had to do it afterwards.
​​
​To avoid any more heartache and disappointment from Empire Today, I feel the same as Don and concur with his email. please refer to Don’s 8th paragraph of his email.  

As I have stated on my voice message to you, this is our home and we want to feel respected and valued in our home.  The simple thing as replacing carpet should enhance a person’s comfort and pride in their home.

Let me know what you and your team has decided and I will forward your information to Don for his review/approval.

Chris C Jackson
206-898-XXXX, cjjaxs at gmail.com  

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Empire Today September 13, 2017 at 5:26 pm

Dear Chris,
We’re saddened to hear that you feel this way, and assure you that your satisfaction is important to us. We’ll be following up with you soon to discuss your concerns.
Thank you.

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Jennifer Mcsorley September 11, 2017 at 11:16 am

I feel bad for all the people that have bad experiences with Empire. They do not care about their customers and do not own up to their mistakes. You would better be better off installing it yourself.

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Empire Today September 11, 2017 at 5:26 pm

Dear Jennifer,
We apologize for your experience and regret to hear that you were unsatisfied. We’ll be further investigating your concerns, and we’ll be in contact with you soon.
Thank you.

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Mike Geiger September 1, 2017 at 3:13 pm

I am writing in regard to the work done on installation of tile in two bathrooms and an entryway last week! The job was so poorly done that we now have repair work to do. Mortar was left all over floors, and specks left that can only be cleaned by getting down and cleaning with wire brush, tile by tile. Grout was placed UNDER the baseboards which now look dirty, mortar was left all over baseboards, walls, and toilets, tubs, and doors. Damage was done to one wall which have dings on them. Some pieces of tile are not even and sticks up! Very obvious. This is a trip over problem, as it’s right in the doorway! Spent three hours cleaning just to be able to get into bed and use the toilets. They were here for 11 hours with six of those hours without a toilet to use. We had to go uptown to a place of business to do our business! Baseboards are ruined from mortar, dings and some were left unattached from walls. This was the sloppiest job I have ever seen. We also had carpet installed prior to that with no issues. Nothing was put down on floors to protect them from dust and mortar/grout, nor our kitchen floor where they had to go in and out to patio for workspace. So therefore more floors to clean after the fact! The tile still has layers of mortar over them, and I’ve mopped them several times already. Still, after walking on tile into other room leaves footprints and dust on wood floors!
After complaining to Empire flooring, they offered to send someone else back out to install new baseboards, WHEN we send them measurements of rooms needed and when WE get the supplies needed to do work. We shouldn’t have to be doing more work ourselves! The tile in all rooms needs deep cleaned. It is my opinion that someone should have come out immediately and inspected this work themselves to see the poor job their installers did. And we shouldn’t have had this much of a mess. We had to do deep cleaning ourselves after they left just to be able to breathe from the dust, use the toilet, and take a shower! I expected to do a little cleaning, but not DEEP cleaning! We have bronchial issues, so it had to be done. Even though we have used Empire in the past and didn’t have any issues like this before, we will never use Empire Flooring again.
Total waste of time, and the tile looks awful! The original tile we had looked better than this job!! Carpet installation went great and pleased with it.
Update on tile issue….we felt that since we have to re-do the bathrooms ourselves, we do not want any part of Empire coming to install new baseboards to fix damages. We want nothing more to do with Empire Flooring, their lack of customer service, nor their installers. They ( Kimber Payne) say they can only give a 10% discount, which works out to be about $160!! It’s going to cost more than that to install new baseboards!! Again, never will we use Empire Flooring and I will be telling everyone I know to Beware of this company. Definitely not a professional company or honest company to deal with!
We live in the Dallas/Ft Worth area

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Empire Today September 7, 2017 at 5:09 pm

Dear Mike,
Thank you for bringing your concerns to our attention. We sincerely apologize for your experience, and understand that we’ve spoken to you in regards to your concerns. If you continue to have questions please contact us at customersupport at empire-today.com.
Thank you.

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Eduardo Hernandez September 1, 2017 at 8:48 am

I had a new floor installed in my living room. To say I was disappointed, wouldn’t describe what I experienced. I have called the call center, ask for a manager; who name is Joel, he refuse to accommodate my request. After a third call, I spoke with Joe, who listened to my complaint and gave me a ref.#1-277-3381277. He made an appointment, which was cancelled. today 9-1-17 I called the call center, and I was disconnected, I called again, spoke with Chris, he informs me the appointment was cancelled again, by some name Carmella. I was giving a new complaint ref.# 1-279-038-5087. My floor was supposed to be leveled, it wasn’t. the left debris on my front deck, which is still there, thinking someone was coming to investigate my complaint 3 weeks went by, I’m still waiting. The shame of it all, I was going to both my tenants and my kitchen floor done by Empire Today, I will look for another firm to install the new floors

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Empire Today September 7, 2017 at 4:58 pm

Dear Eduardo,
We regret to hear that this was your experience and would like to further assist you. Please email your concerns and account information to customersupport at empire-today.com, and mention Headquarters in the subject line, so we can further assist you.
Thank you.

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Donna Sharpe August 23, 2017 at 10:02 pm

This msg is for Keith Weinberger.
My name is Donna Sharpe and I live in the State of Washington and I want to share my horrible experience from the Kent Empire Company. On July 25th 2017 I called to have my carpet stretched so August 16th 2017 was the date we set up. My husband and I moved all the furniture (we are in our early 70ys) at 4:30pm on the 15th Jaret called to tell us that they are not come on the 16th due workers not a viable to come.The next time they could come was in three weeks. Need less to say I was Very Upset. I called back to speak to the Supervisor (Ashley) she promised me she would call me in the morning to set up another day that week. She did call me and stated ” she had me set up for Friday the 18th I Thanked her very much.
On the 18th I did not hear from anyone by 9:30am so I called and left a msg for Ashley. An hour went by and No call back so I called again and spoke to Jaret who stated “I was not on the schedule today. Well that was Not good and I started call people at Empire and did a Chat with John who called the Kent office he stated they were trying to locate a company to come. I am very Upset with this service. When Ashey called to tell she may a crew to come out and she would call to let me know. Ashley called and I told her how mad I was that I started to cry and had to hang up. It was a Horrible day dealing with Empire.
Finally Ashley called me at 12:00 to tell me she has a crew who will be at 1pm. I am still upset.
The crew got here and I could have not asked for a nicer crew. They came with a smile on their face and did the work and where so Professional and cleaned up everything. They moved the Heavy TV for us and helped move some furniture. Awesome Crew!!!!

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Empire Today August 24, 2017 at 5:46 pm

Dear Donna,
Thank you for sharing your experience. We apologize that your installation had a rocky start, but are thrilled to hear that your job was completed to your satisfaction. For future questions and/or concerns don’t hesitate to contact us at customersupport at empire-today.com.
Thank you.

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Eric August 21, 2017 at 11:33 am

Problem:
When I originally signed the contract to have them install my rug they set a specific date with me to be here and told me I would be the very first appointment by 9 AM and that I would receive a phone call the day before with a more specific time, I did not receive a phone call the day before and the day of the installation I still had not heard from anyone by about 10 AM so I called. When I called in it took them about a half hour to figure out what was going on and called me back and said we cannot do your appointment today because some installation people that work for us didn’t show up so we will not be able to do your work. I took the day off of work only to find out that no one was coming at all in the best they could do for me was ” we can have somebody install it in three weeks “. To my surprise and being in customer service my entire life I could not believe they said this to me so I asked to cancel my contract. After canceling my contract I received numerous phone calls and emails basically begging me to sign a contract again and do the work and I spoke to a manager who talked me into it and gave me they are worried that someone would be there on the date that I chose and was promised I would be the very first install again. Well here we are again Monday, August 21 and no one has called me the day before or even the day off. I have taken the day off again and I called them at 9:30 in they even told me that they saw the note that I would be the first install it said sorry they can’t do that and they will see us sometime between 12 and 4 PM ! This company promises people things just to get them signed and then they never follow through. I asked to be compensated or receive some type of a credit for my inconvenience and they told me no. I really think this company is very unfair and I would really like a phone call from the owner or someone a very high up so I can explain to them what’s been happening to me.
As of 11:30am aug 21, 2017. I sit here waiting as I was promised a call in 30min. No one has called. No one has showed up for my install. I’m now calling in and getting resolution. I was promised an install
At 9am. Then they said 11-1 with a call from a manger within 30min. Now I called back in. Someone has me on hold checking with the Boston office.
I have taken the second day off from work. Stuck in the house with 2 kids.
I really woukd like a call from a senior executive that can make decisions properly. I’m just asking to be treated with and fullfill your contract. If I broke my agreement no one would stand for it. This is really a horrible way to treat your customers.

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Empire Today August 23, 2017 at 12:39 pm

Dear Eric,
Thank you for bringing your concerns to our attention. We regret to hear about your experience, and we would like to follow up with you to further discuss your concerns. Please email your account and contact information to customersupport at empire-today.com, and mention Headquarters in the subject line for further assistance.
Thank you.

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John Wells August 13, 2017 at 11:26 pm

I’ve sent the below to ET…..I’m just so underwhelmed at ET’s performance and sorely disappointed in their service.

I’m not sure where to begin with how disappointed I am with Empire Today’s lack of response on my installation.

Perhaps an easy way would be to bulletpoint the issues then go deeper in them:

1.) Sales person and Sales Mgr left the company and wasn’t informed – both within 2 weeks of the sale – and calls not returned
2.) New Sales Mgr is on ‘training’ and doesn’t return calls
3.) COD before the job is even started? are you kidding me?
4.) Underlayment charge even though underlayment wasn’t explained by the sales rep
5.) LVP – Kitchen area 75sqft: installer cut the LVP too short and tried to cover with 1/2 Round – looks awful.
6:) LVP – Kitchen area 75sqft: installer tried to glue existing naplock down rather than replace the naplock as was supposed to be.
7.) Vinyl sheet: areas totaling ~100sqft took three (3) days.
7a.) Empire Today sent installer with wrong leveling compound
7b.) ET sent installer with wrong wax ring and wouldn’t let installer go the 1 mile to Home Depot to pick it up.
7c.) Naplock not replaced as was supposed to be. Noted on both Job#’s as well
8.) Contacted ET customer support: Service Reference#: 1-276-747970 8-9@11:11am CDT – no response
8a.) Contacted ET customer support 8-10 multiple times placed on hold and hung up on.
9.) Multiple calls to the installer mgr from the installers to even have the job quasi finished.
10.) Scheduling could not tell me what was being installed when they called the day prior: was it for LVP? Or Sheet Vinyl? And they couldn’t give me a time range of when the installer would be there
10a.) Fortunately I work from home otherwise I’d have had to have take a week off for this extremely small project.

This job was a very small job. How is it that such a small job has had so many issues and I cannot get a call back from ET? I suppose my options may be to dispute the charges to my credit card company and wait until ET decides they may like to finish the job. That is NOT the route I wish to take. All I’d like is ET to just fix the errors, correct the mess and we’ll both go our separate ways.

Please call so we may discuss.

Thank you,
John

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Empire Today August 15, 2017 at 5:34 pm

Dear John,
We’ve read your review and sincerely regret to hear that this was your experience. We’ll be further investigating your concerns, and we’ll be in contact with you soon.
Thank you.

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A.N August 10, 2017 at 6:31 pm

We had carpet and laminate installed and as the previous comment mentioned the sales staff was great. The carpet guys were great…our issue is the laminate. They sent 2 young guys who finally got to my house around 9am. Spent most the day on their phones, left several times on “breaks”. My husband didn’t complain at all, I get home at 6:30pm to feed them dinner thinking they have been hard at work all day. At 7pm they tell us it will be 2 more hours. We agreed to get it done since carpet was coming the next morning and all my dining room furniture was in my living room. 15 mins. later they tell us they changed their minds and they will come early the next day to be done before carpet. They were still there after 5:30pm the next day!!! WTF!! 22 hours and they weren’t done?? We ended up having to move my living room furniture back ourselves.Then they tell us that they don’t have enough quarter round so we have to finish that ourselves as well. There is a part on my floor that is cracking now because there is something under the laminate. The transitions look horrible, the top of my stairs has nails showing, we have missing quarter round and broken pieces everywhere! We have asked to have someone come out and look at what Empire sends out to represent them and keep getting a run around. As I am writing this it is 4:25pm and we were supposed to have someone out in the morning. I just got a call from the installer they were sending and he said that all they were sending him with was quarter round. He had no idea about all the other issues!! That means all the calls we have made to try to get this corrected and no one even listened. I assure you I will never use Empire again and will be telling anyone that asks to avoid them like the plague!!

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Empire Today August 15, 2017 at 5:24 pm

Dear Customer,
We sense your frustration and are disappointed to hear that you feel this way. Please email your concerns and account information to customersupport at empire-today.com, and mention Corporate Headquarters in the subject line so we may further assist you.
Thank you.

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MT August 9, 2017 at 9:11 pm

I purchased laminate and carpet for my home. The pricing and sales staff was great. The installation…definitely not good. My wife and I were told on two different days that we would be installed and were completely blown off…no call, no apology. We had to reschedule 3 different times beyond those two full lost days in order to get simply the laminate portion of our order completed.

The carpet still is not done. The installers came out late in the day they were scheduled and arrived with the wrong carpet and not enough of it. We had to have extensive conversations with many people from Empire to get the correct carpet and another installation date.

I would definitely like to talk with those who review the installation process in Northern California to discuss our situation in depth in the hope of getting it resolved.

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Empire Today August 15, 2017 at 5:22 pm

Dear Customer,
We’re disappointed to hear that your experience did not meet your expectations. We’d like to further discuss your concerns, please email us at customersupport at empire-today.com with both your account and contact information.
Thank you.

Reply

eleanor f Murphy August 3, 2017 at 2:21 pm

hi I was thinking it would have been really nice and funny to go to the market today and have the first 100 customers get a cup cake in honor of Toms birthday. You need to make shopping fun and happy eleanor something for opening day would also be fun

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Carolyn Jones August 2, 2017 at 1:54 pm

We Hired Empire Today to install carpet in our office, On July 18, 2017. They of course took a deposit for our purchase and scheduled installation. The first group of installers came and decided they did not want to do the job, since we are a company that works, they would have to work around us. We offered to move all the furniture ourselves in order to get the job done, they just walked off the job, said it was not ready and left. We called our salesman and told him what happened, he said the installation team told him it was not ready. The salesman knew when he came to our company that we would be working and the installation would have to be done office by office, the salesman said his installers would move the furniture also, but we felt we could take a couple of our employees and help move the furniture to make there job easier. Several day later a new group of installers came, of course 10 am instead of 7 am that we were told they would be there. They could only get to a small portion of the job done since they came so late. The third day we had installers, let’s just say installer since only (1) showed up, after hearing us complain he finally got some help around 2 PM and told us he had to stay late because he had another job to go to the following day. So we had to pay two of our employees to stay until the job was done around 8-9 PM. Here is the big issue, we were paying our deposit with a check and then we gave them a final check, they took out more money than I check was written for, they took the whole amount before the job was done. FYI is is called FRAUD, or STEELING! Now the carpet are in, seems all showing, we had to put rugs down to cover them. We called the salesman and no one has come out to our company to fix. We have a deposit on the floors in our service office and have not seen anyone yet. I will be filing some sort of complaint soon, I have an appointment with our attorney to find out what will be my next step since they feel like we are not a priority since they feel the job is done. I hope this get’s read by someone in this company who realizes that FRAUD is a Big Issue…..My bank says I can called the police or come into the bank and file a fraud suit. Can’t get anyone at the office to call us or come out and fix the problem.

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Empire Today August 3, 2017 at 11:55 am

Dear Carolyn,
We never want our customers to feel this way. Please email your concerns and account information to customersupport at empire-today.com, and mention Headquaters in the subject line so we may further assist you.
Thank you.

Reply

Kathy August 2, 2017 at 1:40 pm

August 2, 2017

Mr. Keith Weinberger
Sir, I wanted to write today in regards to the most miserable experience we have had with your company. When I first contacted empire, I was getting some quotes. When the sales consultant came to my home on the specified day, he was only average. He did not explain to me about hardwood flooring on stairs and risers. When my husband spoke with him a few days later to get the credit application with Wells Fargo we wanted to add a living room with hardwood, since his price for the stairs was very reasonable. He texted me after a few days and gave me a horrific price. Just because we had been approved for a larger amount, we didn’t want to spend that much. I then responded to Dan Flood via text that we were only going with the stairs and hallway with the wood flooring.
That was $2200.00 dollars. When we got the Empire Credit card it was for $5200.00, and it showed we only had $800.00 available credit. I called customer service, they fixed the problem the next day. I was given an approval code for when the installers arrived. I was told not only by Dan Flood, but Customer service that it was a one day installation. The installers arrived at my home at 2:30pm. Then they did not know if I was getting these “risers” or not. I called Dan Flood and he spoke with Doris a women that came out before her two guys showed up. They discussed the “riser” issue and I was then told that this is a big job and it would not be finished on that day.
The installer stayed until 6:30pm and only got 4 stairs done. That being said, when 2 more new installers arrived today after 9am I was told again by Customer service to be there when they completed the job to my satisfaction. I had to contact my employer and ask to start earlier so that I could leave earlier. I had to ask my mother to come and stay with the installers, and to watch over my dog. This was supposed to be taken care of August 1st. I had the dog stay at my friend’s house, but because of the lack of communications within your company my life had to be turned upside down.
My sister in law drove over after I left the 2 installers in my home “ALONE” for 25 minutes, which ended up being a big mistake. My dog was locked in a bathroom and a candle was broken with glass all over. I had told the installer that I could not do anything about my dog and not to use the garage to go in and out, so he told my sister in law that the dog kept trying to get out via garage. I HAD SPECIFIED NOT TO GO THROUGH GARAGE AND TO USE THE FRONT DOOR! What kind of company are you running? What happened to great service?
I will be contacting the Better Business Bureau and will never recommend using Empire for anything ever again. I know that I am only one person, but I will impact this company with my voice.
Best Regards,

Kathleen H. Green

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Empire Today August 3, 2017 at 11:59 am

Dear Kathleen,
We apologize for your experience, and assure you that your concerns are important to us. Please email us at your earliest convenience at customersupport at empire-today.com with your account and contact information, and mention Headquarters in the subject line so we may further assist you.
Thank you.

Reply

Kimberly Ellis July 27, 2017 at 6:56 pm

To whom it may concern,
I have had nothing but one problem after the next with the installation of my flooring and blinds. I originally picked out PVP flooring only to have installers come out rip up all my carpet and find a crack in my foundation therein making nothing but carpet possible. I was left with a complete wreck of a house and when I called Empire to see what was my next step I was told that a manager would return my call and figure out what was next. I never received a call from anyone at Empire. I called back in tears and still wouldn’t be put through to anyone in charge i.e. Management or corporate! I finally cancelled everything only to find an email sent to me from Krystle Munoz extending me a special offer to rectify the situation. I was told I could have my flooring replaced at $3,756.54. All communication was via email nobody ever reached out and called me. I called Ms. MUNOZ but received voice mail message stating that she was out of the office. I then met with my salesman again Okey who had my carpet installed on Saturday. My original quote for the flooring and blinds I wanted was $6,700. After the debacle etc he priced it again and came up with $6,200.00 and I said I was quoted $3,756.54 by Ms. Munoz for my flooring and my blinds are a separate order of $1,400.00 which I’ve already placed a $500 deposit on. I was told that my offer from Ms. Munoz would be honored and not an issue. Ha what a joke that’s become. I’ve called numerous times only to never reach anyone in charge or willing and able to help. I called today to find out why my blinds were cancelled, I received an email yesterday stating that I had cancelled my blind installation appointment which I never did. I called Empire to pay my account in full to the prices I was promised. For my flooring $3,756.54 my blinds $1,400.00 after my $500.00 deposit I now owe $900.00 that’s a grand total of $4,656.54. I am ready and willing to pay this immediately but the person I spoke with today on the phone now says I owe $6,200.00 and will not honor the word and promise from Ms. Munoz. I was told I couldn’t receive this offer because I didn’t contact her. That’s not only a lie, as I’ve stated above I’ve called and received voice mail message and when I asked for a manager I was told nobody was answering and someone would call me back. Now because I couldn’t talk with an employee who wasn’t in the day I called the person I spoke with said there was nothing she could do. How in the world is this fair and honest customer support? I am not looking for anything I wasn’t promised I just want this matter straightened out and I will gladly pay my balance in full as soon as someone with integrity and curtesy bothers to look into my matter and communicates with me! I also need my blinds asap. Contract #004TAAU582. I have all emails I’ve now received another one today from Krystle extending the same offer to me for my flooring. I also just spoke with an Angelica who I called to straighten out my blind order with and was told it was cancelled yet nobody i.e. Me called to show any record of canceling installation which yet again I didn’t do they still have my $500.00 deposit. I was told I now have to call back tomorrow this makes my 4th call on this because the office to reinstate or submit another installation is closed right now. This is a small example of the stress and complete lack of curtesy or professionalism I have ever been through. I was given a service request of 1-2744033867. Someone please help!!! As I’ve stated I will gladly pay in full $4,656.54 per my email from Ms. Munoz but I will NOT pay anything above promised amount.
734-787-XXXX.
Kimberly Ellis
Sent from my iPhone

Reply

Empire Today August 3, 2017 at 12:05 pm

Dear Kimberly,
We sense your frustration and sincerely regret to hear that you were inconvenienced by this matter. We’ll be in contact with you soon to to discuss your experience, and start working towards a solution.
Thank you.

Reply

Rich Huber July 17, 2017 at 12:39 pm

Our new home’s carpet and vinyl installation started on 01/06/2017 from Empire Today.
The date now is 07/27/27 – Since we started – we have had most of the carpet replaced twice, and the vinyl replaced three times. We have run out patience with this company – their service department acknowledges that we have had many problems – none of which were ours, and they won’t reply to use anymore. They still haven’t finished the job. Now the carpet in the master bedroom is buckling up all over the room – and the master bathroom vinyl still needs to be replaced. At this point we are starting to contact everyone we know, including the BBB, the California Contractors license bureau, and the local TV station here in San Francisco – that helps consumers. This has turned into a joke with all of our friends – but it’s not funny to us – we have lost a lot of money, since we can’t move in to our new house because of this mess we got into with Empire Today.

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Empire Today August 3, 2017 at 12:07 pm

Dear Richard,
Thank you for making us aware of this matter. We’ll be further reviewing your concerns, and we’ll be in contact with you soon.
Thank you.

Reply

Charles Renna July 13, 2017 at 11:37 pm

I purchesed carpet and flooring, was given a written estimate to which I agreed to. The carpet was installed the first day and everything went well until it came time to put on the base board, I was told it would cost 300.00 moore. This is something I was told by the salesmen that would be included, I declined stateing that
I would install them myself. The next day the installers showed up to install the lamenet floor, I showed them what was to be done nothing was said at that point, forty five minutes to a half an hour later I get a call the guy on the phone tells me that it was going to cost me five hundred dollars more because of an issue with asbestos.. He said I had two choices, one was to have the floor flooted or have someone come out and test it for asbestos I chose the first one because this is a rental and I needed to get it done as soon as possible. I feel that the sales person should have been trains enough in these matters and informed me at the time of the sale I also feel that the installers should have mentioned it to me before starting the job. It seemes like they pulled the old bait and switch on me, I was planning to have my place done but after this I’ll never use Empire again very unprofessionall.

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Empire Today August 3, 2017 at 12:10 pm

Dear Charles,
We’re disappointed to hear that you feel this way, and understand that we’ve spoken to you in regards to your concerns. If you continue to have questions please contact us at customersupport at empire-today.com.
Thank you.

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CHRISTINA JAIME July 3, 2017 at 3:04 pm

Decided to surprise my husband who is in the military with a new look in our home before coming home in July. Biggest mistake going to Empire. Within the first month of installation, carpet was coming apart at the seams…literally. Had issues with installers not showing up, calling me to tell me that they would show up tomorrow and then take it upon themselves to show up at my home at 8:30pm the same night. Complaints were heard and after several discussions, company offered a free room. Every installer that came to fix the problems would tell me how bad the previous installer had done the job.
Was given a free room carpet installed, took several weeks to complete because those installers had car issues, couldn’t make it or had to leave early because the manager at Empire wanted them at another job that was more important. It has been another month, another five calls made, carpet in free room and paid room now coming apart at the seems. Another lousy installation job. Spoke to a Tim Sherwin (864-973-8096) from Empire whose response was; “you got a free room”, “we use subcontractors”, which in his mind justifies the lousy job done in that free room and the nightmare sequel to the other room which was NOT free. Was unaware as to how many calls I placed and how many times installers came out, and it seemed he didn’t care. This service and product was paid in full, my mistake. I am now detailing every issue, every call, every follow up and sending to CEO. Hopefully his approach won’t be the same as Mr. Sherwin’s, “you got a free room”….it doesn’t matter that their “subcontractors” didn’t get even that room right. At this point, Mr. Sherwin can call one of his subcontractors to come and pick up the ENTIRE carpet they installed and refund me my money.

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Empire Today August 3, 2017 at 12:13 pm

Dear Christina,
We understand your frustration and regret to hear that this was your experience. We’re aware that we have spoken to you in regards to your above concerns, if you continue to need assistance please contact us at customersupport at empire-today.com.
Thank you.

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Steve Dolewski June 19, 2017 at 10:37 am

2 weeks ago I paid $2000 for carpet and LVT installation. Now 2 weeks later and I still have no LVT floor done. I have called in at least 10 times, patiently, and have been told 10 times that my sales rep will contact me. He has not. I have been inconvenienced beyond words at this point and cannot understand this poor service. I have used empire in my 3 previous homes and was very happy. I am at the point where my next step is calling my credit card to dispute the $2000 and file complaints with Illinois business bureau. Horrible service.

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Empire Today August 3, 2017 at 12:15 pm

Dear Steve,
We sincerely regret to hear about your experience and understand that your order was cancelled per your request. If you continue to have questions and/or concerns please contact us at customersupport at empire-today.com.
Thank you.

Reply

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