Empire Today Corporate Office - Corporate Offices & Headquarters

Empire Today Corporate Office

How would you rate your experience with Empire Today ?

[Total: 20    Average: 1.8/5]

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

Facts

Founder:
Date Founded:
Founding Location:
Number of Employees:

Executives

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

Empire Today History

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.

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 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.

{ 81 comments… read them below or add one }

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.

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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!!!

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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.

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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.

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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.

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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.

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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  

Reply

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.

Reply

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.

Reply

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.

Reply

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

Reply

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.

Reply

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

Reply

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.

Reply

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!!!!

Reply

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.

Reply

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.

Reply

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.

Reply

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

Reply

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.

Reply

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!!

Reply

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.

Reply

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.

Reply

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

Reply

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.

Reply

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

Reply

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.

Reply

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.

Reply

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.

Reply

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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