Melrose Park, Illinois
United States - 60164
Our order of laminate flooring and stairs was installed on 9/26/08. Immediately we saw a problem that the stair nose was about 1/2' higher than the stair itself - quite dangerous for a busy stairway. After approximately 6 more appointments where we took the day off work only to have installers not show up, show up with the wrong product, show up to repair our 'carpet', or show up and shrug, we were able to FINALLY speak with an Installation Manager, 'Bill', who agreed to replace the stairs with a wood/oak product as they did not have a laminate product for the stairs.
After scheduling several more futile appointments where nothing was done, an installer came with wood products. The stair color/model we ordered looks wonderful and matches the floor. The nose of each stair, is a different model, different color and does not fit.
After scheduling several more futile appointments of people showing up with exactly the same wrong product that they installed on our stairs, 'Bill' the installation manager was supposed to PERSONALLY come out and resolve the problem (he didn't show), he told us he would personally instruct the installer and make sure this was finally resolved. Of course, on yet another Saturday after spending an entire day waiting for the installer - he again showed up with the wrong product. Bill is no where to be found, of course. Christy Caputo, the helpful, perky customer service representative genuinely tries to cover for Bill - but he's hopeless. She promised that Bill would AGAIN call us first thing Monday morning. Still waiting.
The last installed advised us that the manufacturer of the stair color/model we ordered does not make stair noses!!! They've been wasting our time, messing with us for nearly TWO MONTHS - did they think we wouldn't notice!!!
We've received weekly 'customer satisfaction survey' phone calls from Empire, who appear to be concerned with customer service - in reality, there is no manager that will speak with you or resolve your problem or issue. You will deal with nice people at Christy-level who are polite but can do nothing but again take down your information.
Calling the Corporate headquarters and leaving messages for the VP of Customer Relations doesn't appear to do any good.
If you want to take alot of time off work, be extremely frustrated, throw away money, and spend several months doing it - then Empire is THE place for you!
I used Empire to install 6 blinds in my small one bedroom apartment. It seemed like a very easy job but it has taken more than 2 months and 6 different visits for them to install the blinds and they STILL aren't finished!!! The first installer that they sent to my house damaged my kitchen window when he tried to force a blind that was too big for the window in. He then asked if I had left over paint so he could cover up the damage. He incorrectly installed the blinds in my bedroom and told me that it was the only way for them to work (which was untrue). In the living room you could see that the valance on the top of the blinds did not match up and there was a one inch space between the spot where they should have met. I called Empire and they sent someone to come and look at the job. He agreed that the job was poorly done and told me that Empire had fired the installer that they sent to me in the past but brought him back because they needed more help. The second installer also told me that he constantly had to fix the other installers jobs.
The second installer seemed very knowledgeable and tried to fix the mess that the first one created. Problem is, he isn't finished with the job yet. He measured the windows and came back 3 times because every time the blinds weren't cut correctly. He also ripped the paint off my bedroom walls when removing the blinds to install them correctly, so now I have 4 large holes and white paint spots where the blinds used to be.
Whatever you do, DO NOT use Empire. They lie when they say they have great customer service and knowledgeable installers. They will send you someone who has no clue what they are doing and tell you that they are great. Don't believe there lies!!! I spent more than $1, 300 on blinds and they act like they are doing me a favor by installing them correctly.
The complaint has been investigated and resolved to the customer's satisfaction.
I've use Empire before in Chicago and they were fabulous so I expect the same service in Kentucky, unfortunately this was a joke.
No one ever confirmed my suggested appointment and just showed up at my door ready for the sales pitch. I was able to pick quickly and the deal was sealed with incentives of (can we start this weekend, its a 3 day project, blah blah blah). They did start that weekend but now the project is going on its 3 weekend straight.
I have damage to my home, tile is cracked and was installed, air pockets in the grout, my carpet is ruined, and the hoses to the washing machine were broken causing mess in my laundry room.
I will NEVER refer them again! DO NOT USE THEM...THEY ARE HORRIBLE!
I wish I knew about this website before I dealt with Empire in August 2008. There were issues from the beginning. First, they sent out a salesman who gave us an estimate. There was a question about the estimate, so they sent out another guy to double check it. The second guy didn't even measure, he just gave us a price undercutting the first guy. We contacted the company to notify the manager about the unprofessional conduct that was going and they apologized. We decided to go with the first guy simply because we liked him. He seemed so honest and genuine and when he came several times to do paperwork with us he stayed for a couple hours after and hung out. I wish we had known what we were in for, but we were enticed by the offer of credit, the warranty, and the convenience. They assured us that we were buying a superior product and that was why it was more expensive. As a young, first time homeowner I didn't realize I was getting ripped off. The floor was installed and looked great for a few months. Then we started noticing areas that looked like they were buckling at the joints and other areas where the picture was coming off of the edges of the tiles. As the problem worsened we got concerned and called to let them know what was going on so we could have the issues corrected. They sent out an inspector who came at the wrong time and could barely speak english. He kept saying that my refrigerator, which is only a few years old, must be leaking. The floor in the living room, kitchen, and hallway are messed up, how could the refrigerator do that! I received a call from a customer service rep a few days later to let me know the problem would not be covered by my warranty because it was water damage. Since I knew there was no way that it was water damage, I am very careful not to let the floor get wet, they agreed to send out an "independent" inspector to reassess the situation. He confirmed that we did not have water damage and that the floor was properly taken care of. Using this report the regional customer service manager in the Philadelphia Market told me that I must have caused the damage from high traffic in my home, which is ridiculous since there are only two adults and four miniature dogs. He said they would cut me a deal. He offered to "only" charge me $2100 in addition to the $5975 line of credit we had already taken out with GE through Empire and they would put the same product down again. I told him no way was I paying more money for a floor that didn't last a year. He said he was sorry that I was disappointed but that was all they could do for me. I am still trying to resolve this huge issue! It has been and continues to be a nightmare!
I will tell you that this is by far the WORST company ever to do business with. I'm going to keep this short and simple. They send out their most friendliest representatives that woo you into thinking that they are giving you the best deal ever on their cheap ### carpet. We thought he was giving us a super deal...called his manager and so on to ask if they could make this one exception to give us their CHEAP ### carpet for the special low price of $750. ###! My husband went on the internet the day after we signed the check over to them thinking we were getting a 60% off deal and found that no one is satisfied with Empire Today so, we cancelled the carpet installation. That oh so friendly representative tells us that he is writing CANCELLED on the check right at the moment we were talking to him. We called the company to cancel the order as well. They said, NO PROBLEM. 2 weeks later to no surprise...they cashed the check ANYWAY. Now my account is negative waiting for their so-called refund check in the mail that will take 10 business days to arrive. DON'T EVER DO BUSINESS WITH EMPIRE TODAY. They will cheat you out of your money. We read the reviews and found that they are absolutely true. If you need carpet installation go straight to Home Depot or Lowes. They have a way better quality selection and their whole house installation is only $199. They don't hassle you...they don't send out LIARS because they have a name to up hold. I have no idea how Empire Today is still in business. PLEASE don't waste your time or your money with those crooks!!!
Bought high priced carpet, not even four months later our carpet is JUNK! Supposed to warranty it, but two months after my initial call, we still have no new carpet. This is a *** company, managers are a joke, and I was actually told by the manager that I purchased UGLY carpet! Please do not buy their carpet. I've been placed on hold to eventually be hung up on, or have been hung up on while hearing laughter in the background. I just got off of another call from the guy who was supposed to show up tonight, and BIG surprise!!! NO ONE IS SHOWING UP!!! We have friends who have spent WAY less from local carpet retailers, and have SUPERIOR carpet compared to Empire's CRAP!!!
The complaint has been investigated and resolved to the customer's satisfaction.
Today was the second time that I had a scheduled appointment with Empire Today AND the second time that I was stood up without so much as a courtesy call. We're building a home so we are in need of flooring for the entire house. This would have been a huge sale for Empire Today. I'm pleased to say that it WILL NOT be a sale for them and that their competitor will reap the benefits of Empire's lack of courtesy and poor, poor customer service.
When I made the appointment I told the agent that this was new construction and therefore my home phone number is not at the location. I gave them two cell-phone numbers to use instead. I also asked that the salesman call us on one of the cell #'s 30 minutes prior to arriving.
I called Empire Today as instructed at the beginning of the two-hour time frame on the day of the appointment to determine when the salesman would arrive. I then drove out to our building site to meet him. Approximately 1/2 way into the appointment time, he called my home (again NOT where we needed him to call) and told my daughter that he was on his way. 45 minutes later he hadn't arrived so I called him on his cell (got the number from my daughter on our home's caller ID). The salesman had the gall to tell me that he needed better directions so he turned around and went home. He then asked when a better time to reschedule would be. Since this was a second chance for this so-called business, I informed him that there wasn't a better time and hung up.
When I called the 800# for Empire Today to tell them what happened. I was told that they would make the report and that we would hear from the sales manager within 3 business days. Yeah, right! NOT!!! I want nothing to do with a company that stands up their customers without so much as a call.
I beg you not to let them waste your time as they obviously make a habit of wasting peoples time.
The complaint has been investigated and resolved to the customer's satisfaction.
I 'm headed to court. After reading all these complaints I found to be true. My alarm wiring was damaged...
5 years after they installed a carpet I removed it and found a row of deep gouge marks in the oak floor, obviously from the installation as these were newly finished floors before the carpet installation and the marks are all in a row and from the installation. There is no way I could check this when they installed it as I wasnt here. When I called to complain they said there was nothing they could do about it, now I see why, they are a fraudulent company - do not do business with these scammers.
This was not the first time I purchased carpet for my offiice so I knew exactly what I needed was high wear carpet with a very thin dense padding so the wheels of my equipment could work. The salesman assured me that that would be possible. That was a lie and he knew it. The company only offers one type of padding. After the installation by totally non-English speaking workers, I found they installed a big, fluffy padding. When I called to have the padding switched they said they could if I purchased an entire roll of padding since they do not carry it and pay for a reinstallation. I have also found that their prices are grossly inflated and one would be a fool to not negotiate with them. I think one would be a fool to deal with them at all.
I set up an appointment on-line through their website for an in-home quote. I had the ability to set up the time and day that I wanted them to come out to the house. It stated this is not your appointment time until you have been contacted to confirm. Soon after I received confirmation for the date and time via e-mail. It is like most service companies, a 2-4 hour threshold. I took of work to be home the time that they said they would be there and they never showed up. I never received a phone call or a follow up email as to why they did not show.
The complaint has been investigated and resolved to the customer's satisfaction.
Carpet and window treatments are both heavily advertised as NEXT DAY INSTALLATION. After ordering - you quickly find out the next day is for RE-MEASURING (after your salesperson does the initial measurement). After calling the service department - the representative confided that she has NEVER actually seen a next day installation. After waiting a week and never even seeing the measurment person - we cancelled the order.
I called made appointment, upon arrival, selected my choice of carpet, no price woould be given out, nor the pad, and I asked for the sale carpeting and was told only one carpet was on sale. TV was advertising 60% off. No mention of pad...had to pull teeth to get that...Estimate is given and the price is double that of which I had already received from two other competitors. I had the other estimates with me and the salesperson requested them, called into his office...MIRACLE they would meet the price coming down almost $4000. (the salesperson didn't believe me when I showed him my estimates, he was on the phoned without asking if I would change my mind, no I wouldn't) I was furious...first false advertising, that carpet was 60% off, second he would only tell me the price of each carpet when I picked it out and he worked up the measurement. They would meet the price...HOWEVER: who wants to work with a company that doesn't advertise and represent their company correctly, won't talk about padding and then you get a ton of pressure to change your mind when you ask the person to leave. I said No, it doesn't matter if you meet the price or not, how can their possibly be so much as double the price in difference, when the capreting from the competitors was of better quality. I asked him to leave...he was not happy and then waited for me outside---it was a rental and knew I had to leave. I feel this company is a SCAM. Upon leaving, he said the Company will call you to see if you're happy and I said...I'm requersting THEY DO NOT CALL. They did call and told me I'm the first unahppy customer...PLEASE! If you chose to get an estimate from this company BEWARE!!!
On July 6, 2008, I contracted Empire Today to install a bathtub liner as well as a door in our bathroom. On July 12, 2008, two installers came by at our house to do the work. However, because of the rain, they asked us to push back the installation on the following day. They came back the following morning and after spending almost two hours in the bathroom, one of the installer indicated that the bathtub liner could not fit. He also mentioned that he broke the water pipe so we cannot use it until it is fixed. I checked the bathtub liner and its size was the same as the existing bathtub. I am not a carpenter, installer or whatsoever, but I am surprised it took him a while to figure that the bathtub liner will not fit! Anyways, the damage has been done so I have no choice but to calm down and convince myself that everything will be fine.
We asked them to come back on July 19 to fix the water pipe and then the installation of the bathtub liner. We waited the whole day and nobody showed up! We have cancelled our plans for this appointment and nothing happened!
We called the customer service and we were told that a plumber would come at our house on July 26. Thank God, a plumber appeared our door on that day. He opened the faucet to check the leak and the water started to drip at our ceiling. It damaged the electrical wirings at our dining area. Things are getting worst!
To fix the water pipe, he got rid of a portion of the ceiling to replace the broken pipe. He fixed the water pipe but he broke two things: (1) ceiling and (2) electrical wirings.
We called the customer service to file a complaint about this incident. Per customer service representative, the bathtub liner is out of stock and we need to wait for a couple of days. She cordially offered to schedule an appointment to fix the ceiling but we declined. We want to make sure that they install the bathtub liner first before fixing the ceiling to avoid duplication of this incident.
Days, weeks and then a month have passed but we never heard from Empire Today! This is a nightmare!
On September 3, 2008, we called the customer service to make a follow up. Thank God, the bathtub liner is now available. An appointment was made on September 10, 2008 between 9:00-10:00 am EST. It is now 11 am and I am still waiting for the installer. I took a day off from the office just for this appointment. I hope he will show up anytime soon!
Meet with a salesman to install ceramic tile in all three of our bathrooms. He assured us that the product was immediately available and we could expect installation with in two days. when we called on the expected day of installation we were told that we were not in the system- our appointment with the salesman was confirmed, however. We were also told that their Baltimore office was not responding (it was a Sat.- but we were told they work on Sat.). since we were within our 72 hour cancellation, we canceled. It is very disheartening to listen to all the advertising only to discover that customer service is not what it is says. Now we have to go to Abbey Carpet to see if they can accommodate us.
They promised next day delivery. My wife and I took off from work to get the room ready for new carpet. Moved the furniture, un-hooked the surround sound stereo, got a friend to help move the TV and other heavy furniture ... and waited, and waited, and waited. At 4 PM we called them and were told "How about tomorrow?". When we told them that was not acceptable they told us the carpet was a special order and it would take 2 weeks. We canceled. The price was not really that great ... We shopped around and saved over $200 for the exact same carpet at Home Depot.
We ordered laminate flooring for two apartments. They said they could do the kitchen, bathroom and living room. They said it would be no problem to have the toilets removed and put back in that they did it all the time. The day of the delivery, they called to say they couldn't come. We had already removed furniture. We told them that was unacceptable and they must honor the agreement. They showed up late. No one spoke english and they did a lousy job. They had to be asked multiple times to put the toilets back and did so in minutes. The trim was poorly cut - big gaps and the padding was poorly installed so that some of the floor boards are uneven and you can feel the ridge. Then the real problems started. The bathrooms flooded. I have had multiple conversations with the company. They promised to send someone out yesterday - we had to shut off the water in the building. After several phone calls trying to find out where they were, I was told - sorry - no one is available! I am currently waiting for a plumber and plan to sue. They are the worst company I have ever dealt with. The sales rep is not to be trusted. NEVER USE THIS COMPANY UNLESS YOU HAVE A GOOD LAWYER!!!
I too was impressed with the advertisements for Empire carpet and flooring. I finally decided to give it a try and called them for the free in home estimate. I have to say that the sales man was prompt and courteous. He did measure all my rooms and spend a good amount of time showing me samples of carpet in his mid range. I personally didn't think the carpet felt all that great compared to the carpet I already have, but he assured me that would be different after it was down with the padding. I liked their financing package and agreed to the sale. I specifically asked him how their prices compared to Home Depot and other companies. He told me that they were the same except that Home depot would charge me to move all my furniture and extras for steps moldings etc...
Well, after reading the reviews online I decided to cancel the order and think things over a bit more. I called Smart Carpet and Flooring for another in home estimate. I spent over 3 hours with the salesmen and in the end I was able to not only save over $1000, but included in that price was my Master bedroom which I had to exclude previously due to cost. I am going to receive a carpet with a longer warranty as well.
I guess the moral is. Do your research, haggle a lot, and speak Spanish. Oh yeah, two days after canceling the job I received a call at 7 am from a Spanish speaking installer telling me he was going to be there in 40 minutes. I told him not to come and that I cancelled. He said ok so I hung up. Then he called again and I told him the same. When I hung up I called cust. service. She told me that my cancellation had not been completed. Then she told me that they would take 800 off the price if I still would consider using them. Too late honey! So that’s the long and the short of it.
I used to work for this company, but i'm tired I don't care any more, like they don't care about us, the general manager, daniel silva, hass been acused of sexual arrestment, corruption, racism against latin people, humiliation against to employes and many many more his partners, mike perry installation manager, and gina lampone office manager, we call (the sub contractors) the main office to let then know the situation here in orlando, we spoke with ally ferreira national installation manager, joe carwrite fraud investigation manager, nate shoe florida manager, but guess what they just make us looks as bad person they told then (they managers in orlando) that we called then to talk about what they where doing in orlando, of course the manager daniel silva said, "i will take care about each of then" and he did. At this time he didn't give any job in tha last two weeks.
So you as a customer better think twice before hire this company, because if they don't about us, and they make money thanks to uor hard job, do you really think they will take care about you after they take your money???
Without going into a long-winded story about Empire Today, I will give the basic rundown. I scheduled a time during the day for a technician to measure windows and give an estimate for plantation shutters. At ten minutes before the end of the 2-hour window appointment time that I was given, I was called to say that the company had to cancel and re-schedule my appointment time.
I told them that if I ran a business that way, I would soon be out of business. Needless to say, I did not reschedule another time, and will go with a different company from which to purchase and install the shutters.
I encourage any reader to consider doing the same, and to beware of Empire Today.