The complaint has been investigated and
resolved to the customer's satisfaction
Resolved
Empire Todaydon't use them

T

Don't use this company!!! 3 months later and still no resolution. Installers damaged my freshly painted walls. It's been months of back and forth and people out to inspect fix 4 different times, and me having to give up valuable time and it's still not corrected. I would like a credit to my account for all the time and inconvenience and back and forth i've had to deal with for a less than professional installation and inferior quality carpet, but the compensation they're willing to offer is almost an insult and not satisfactory considering all the time, energy and effort i've had to put into getting this resolved. Only now, 3 months later, are my complaints finally being sent to the corporate office - and I have yet to hear back. We shall see. Have already filed compaints with the bbb and now here. Next stop is small claims.

RESOLVED

The complaint has been investigated and resolved to the customer's satisfaction.

  • Updated by Company Response · Feb 11, 2009

    Thank you for bringing your experience to our attention. We apologize for any inconvenience, and our team would like to work with you to explore a resolution. Please contact us at [email protected] so that we may be able to assist. You can also visit our online customer center at http://www.empiretoday.com/Customer-Service.

    Sincerely,
    Consumer Advocate Team
    Empire Today, LLC

  • Updated by Company Response · Apr 16, 2009

    Thank you for bringing your experience to our attention. We apologize for any inconvenience, and our team would like to work with you to explore a resolution. Please contact us at [email protected] so that we may be able to assist. You can also visit our online customer center at http://www.empiretoday.com/Customer-Service.

    Sincerely,
    Consumer Advocate Team
    Empire Today, LLC

  • Updated by Company Response · May 11, 2009

    Thank you for bringing your installation experience to our attention. We apologize for any inconvenience, and our team would like to work with you to explore a resolution. Please contact us at [email protected] so that we may be able to assist. You can also visit our online customer center at http://www.empiretoday.com/Customer-Service.

    Sincerely,
    Consumer Advocate Team
    Empire Today, LLC

  • Updated by Company Response · Jul 17, 2009

    Thank you for bringing your experience to our attention. We apologize for any inconvenience, and our team would like to work with you to explore a resolution. Please contact us at [email protected] so that we may be able to assist. You can also visit our online customer center at http://www.empiretoday.com/Customer-Service.

    Sincerely,
    Consumer Advocate Team
    Empire Today, LLC

  • Updated by Company Response · Oct 19, 2009

    Thank you for bringing your experience to our attention. We apologize for any inconvenience, and our team would like to work with you to explore a resolution. Please contact us at [email protected] so that we may be able to assist. You can also visit our online customer center at http://www.empiretoday.com/Customer-Service.

    Sincerely,
    Consumer Advocate Team
    Empire Today, LLC

  • Updated by Company Response · Jan 20, 2010

    Thank you for bringing your carpet experience to our attention. We apologize for any inconvenience, and our team would like to work with you to explore a resolution. Please contact us at [email protected] so that we may be able to assist. You can also visit our online customer center at http://www.empiretoday.com/Customer-Service.

    Sincerely,
    Consumer Advocate Team
    Empire Today, LLC

  • Updated by Company Response · Sep 20, 2010

    Thank you for bringing your experience to our attention. We apologize for any inconvenience, and our team would like to work with you to explore a resolution. Please contact us at [email protected] so that we may be able to assist. You can also visit our online customer center at http://www.empiretoday.com/Customer-Service.

    Sincerely,
    Consumer Advocate Team
    Empire Today, LLC

  • Empire Today's response · Sep 19, 2011

    We're very sorry to hear your experience didn’t meet your expectations. However, we can assure you that we offer the same wide selection of quality, name-brand products from leading manufacturers that are offered in retail stores. Our pricing is all-encompassing, including measurements, installation, labor and any other services you've requested, and thus cannot be broken down. Please keep in mind, however, that we do offer a price match guarantee, where we'll match any competitor's pricing if certain conditions are met. We'd like the chance to reach out to you to address your concerns and see if you'd reconsider using us for your home improvements. If you'd be willing, could you please send us your contact information at [email protected] or call us at [protected] x4195 and we'll follow back with you? Thank you. Rebekah Clerk, National Customer Service Manager

  • Empire Today's response · Sep 26, 2011

    We’ve read your post and are truly sorry for the issues you’ve had with your molding and installation. It’s disappointing to learn that you’ve not been followed back with as we take customer concerns very seriously and this isn’t in line with how we expect customers’ issues to be addressed. With the information provided, we’re not able to pull up your account. We realize it’s been some time but could you please send it to us at [email protected] or call us at [protected] x4195 so we may look into this for you and follow back? Your feedback is important to us and we’d still like to see if there is anything we can do to come to a resolution with you. Rebekah Clerk, National Customer Service Manager

  • Empire Today's response · Nov 10, 2011

    We’re very sorry to hear about the issues you’ve experienced with your product. Your satisfaction is very important to us. That is why we want to start working on getting this resolved as quickly as possible for you. We’ve been looking into possible solutions for you and will be reaching out to you today. If you have any other questions or concerns before this time, please feel free to email us at [email protected] or call us at [protected] x4195. Rebekah Clerk, National customer Service Manager

  • Empire Today's response · Nov 16, 2011

    Carolyn, we truly apologize for the issues you’ve experienced with your product. We always want our customers to be satisfied. It’s our understanding that we’re currently working with you on a resolution and that an appointment has been scheduled for you to look at other product samples. If you have any questions or concerns before this time, please feel free to email us at [email protected] or call us at [protected] x4195. Rebekah Clerk, National Customer Service Manager

  • Empire Today's response · Nov 30, 2011

    We’re sorry to hear about the issues you’ve experienced with your product. We’re committed to provide our customers with quality, name-brand products and we’re dedicated to working with any customer experiencing problems. We would like to come to a resolution together so you’re satisfied. Since we don’t have your contact information, could you please send it to us at [email protected] or call us at [protected] x4195. Rebekah Clerk, National Customer Service Manager

  • Empire Today's response · Feb 07, 2012

    Thomas, we’re sorry to hear about the issues you’ve been experiencing with your product. We want to provide all of our customers with a positive experience and world-class service. We’d like to discuss your concerns with you in more detail, so a member of our customer service team will be reaching out to you soon. If you have any questions, please call us at [protected] x4195 or email us at [email protected] Thank you. Rebekah Clerk, National Customer Service Manager

  • Empire Today's response · Jul 06, 2012

    Vickie, we always make customer concerns a top priority. We understand that we’ve spoken to you about the issues you’ve experienced and that we are in the process of working towards a resolution with you. If you have any questions, please call us at [protected] x4195 or email us at [email protected] Thank you. Rebekah Clerk, National Customer Service Manager

  • Empire Today's response · Jul 26, 2012

    Margaret, we understand that we’ve spoken to you about this issue, and we will be following up with you again soon to discuss a resolution. Please feel free to contact us with any additional questions or concerns at [protected] x4195 or [email protected] Thank you. Rebekah Clerk, National Customer Service Manager

  • Empire Today's response · Jun 10, 2013

    We were disappointed to read about your experience, as we always want our customers to be completely satisfied with the work that’s done in their homes. We regret the difficulty you had in resolving your installation concerns, as we are committed to working with our customers until they are completely satisfied. We would like to follow up with you to ensure that everything has been completed to your satisfaction, but we have not been able to locate your account with the information in your post. Please call us at [protected] x4195 or email [email protected], and we will reach out to you. Thank you. Rebekah Clerk, National Customer Service Manager

Responses

  • St
    stephen bishop May 16, 2007
    This comment was posted by
    a verified customer
    Verified customer

    We ordered carpet in December 2017. The price was expensive but we took it for the convenience of having it installed that week. The carpeting selected was their “top of the line” Berber. Within two weeks the carpet began to unravel at seams and along walls where it had been cut. When we called the 800 number to complain we were told that the warranty would not cover Berber unraveling but someone would call us back. We called several times and each time was told why the carpet was doing what it was. No one ever acted concerned or promised to fix the problem. At one point we called and asked for customer service and were told that the individual we were talking to was customer service. After we finished explaining our ordeal the individual told us that he would pass it on to customer service. This was just 15 minutes after he told us that he was customer service. About a week later we got a letter from customer service acknowledging our complaint.

    Two weeks after our initial complaint a representative came out to inspect the carpeting. The representative for Empire pulled at the carpeting, making it unravel even more. He told us that the carpeting would most likely not be covered because he saw seam sealer in the seams. He told us he had seen this happen when people have parties “and it is the holidays”. He even insinuated that perhaps we had too many people living in the house, we used the stairs too much since it is our only set. He also said our vacuum cleaner was too strong and that our dogs were probably responsible. He took a few pictures in the dark with his cell phone and left.

    Needless, to say we were not happy with the manner of customer service or the lack there of. The next day which was a Friday my wife called and was told by Mr. Robert Butler that the carpet was defective and that they would come out Monday and replace it. I called back twice that day to discuss it with Mr. Butler and my calls were not returned. On January 13 we called and requested a copy of our warranty. They don’t give you a copy when installed. You have to call and request it. We still have not received that.

    On Monday morning Empire called to reschedule the carpet replacement. I told them that I did not want it replaced at that point. I asked if the carpet had been cut yet and was told no. Shortly afterwards, Jason Fowler from Empire called and said they would be out that day to replace the carpeting. I informed him that I was extremely dissatisfied with Empire and that I wanted the carpet returned.

    Rick Burke called me later that day and told me that the replacement carpet had already been cut and that my original carpeting was defective and that the roll had been sent back. I indicated that the carpeting should not have been cut since we had not agreed that the carpet would be replaced or by what style. The carpet that was installed was supposed to be their best Berber and it only last three weeks. I told him I wanted the carpet returned and my money refunded. Since he had already indicated that the carpet was defective and that they had returned it to the manufacturer they should be able to return the carpeting installed in my home. Mr. Burke informed me that the best they could do was refund one fourth of the purchase price or replace the carpeting. I later talked to a Tim Sherwin, VP Eastern Region Customer Service Manager and was told that they still believe we caused the carpet to unravel and that they would not refund the carpet and the best they would do is replace it and give me a 10% credit but I had to move my furniture.

    I was later told by the Maryland Attorney General’s office that my situation was a common complaint and their reaction was standard procedure. To provide unprofessional installers and when something goes wrong blame the customer and hope that the customer gives up. We been lied to and treated rudely by everyone at Empire.

    I suspect that Empire will response to this posting saying that they have attempted to make good on their poor customer service and their poor product but don’t believe it. They are just liars.

    0 Votes
  • Em
    Empire-Today May 17, 2007
    This comment was posted by
    a verified customer
    Verified customer

    We have been in contact with Mrs. Bishopand apologized to her for the inconvenience. Through the office of the Attorney General we offered to reinstall with 10% discount. Mrs. Bishop wanted 25%. We offered 25% off in lieu of service OR reinstall and 10%. Cust said she would discuss with husband and have him call us back.

    0 Votes
  • Di
    dianne swenson Jul 31, 2007
    This comment was posted by
    a verified customer
    Verified customer

    i had an appointment today at 11am wed. july 31st.
    at 10:30am i was called and informed that empire today was not coming and i had to reschuduel the appointment. i asked to speak to a manger and he told me he would hang up the phone on me because i told him i broke my ankle and i could not reschuduel. that i wanted someone today as promised.
    i asked the man for his name and he said he gave it to me and would not give it to me again. i told him i can not come back to work again this week they have to come today as i made arrangements to be drivin into work and home. he told me do i want an appointment or not and thenhe hung up the phone. thank you dianne swenson,

    0 Votes
  • Di
    dianne swenson Aug 01, 2007
    This comment was posted by
    a verified customer
    Verified customer

    I had an appointment today at 11am wed. july 31st. At 10:30am i was called and informed that empire today was not coming and i had to reschedule the appointment. I asked to speak to a manger and he told me he would hang up the phone on me because i told him i broke my ankle and i could not reschedule. That i wanted someone today as promised.

    I asked the man for his name and he said he gave it to me and would not give it to me again. I told him i can not come back to work again this week they have to come today as i made arrangements to be driving into work and home. He told me do i want an appointment or not and then he hung up the phone. Thank you, dianne swenson!

    0 Votes
  • Jo
    JOSE VIGIER Jan 03, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I’m writing this letter on complaint due to the fact the Empire Today hasn’t delivering all my good as promised. I contacted Empire Today, because I was interested in getting all new windows install to my home. So we set up a free estimate appointment sales person that visited my home was William Watts quoted price $11,000 Invoice # HP04453 for 12 windows on November 14, 07. We agreed to the terms so the same day I was required to give a $2600 check so that the window could be ordered. The contract indicated that the work completely done in a 1 day span within 4 weeks on the invoice date which in this case it’s 11/12/07. On December 13 2017 I called Empire Today and spoke to Michael the sales supervisor to inquire about the status on the windows, because I didn’t hear back from them with a scheduling appointment date to install the windows to my home. Michael indicated that there was a delay in the process of delivery on the window to there warehouse I ask him how that would effect my order and he replied that my new estimated delivery date for the windows to arrive at there warehouse was 12/17/07 and that on 12/22/07 they would be installed in my home. Once again 12/22/07 came and I still received no phone call from Empire Today with regards to there arrival time to install my windows. I called Michael again inquiring about the delay and why hasn’t anyone called me to give me an update letting me know what was going on. Michael apologized and indicated that Empire Today was getting out of the business of installing windows and that they would have subcontracted my order out. I expressed that I was very dissatisfied with the situation, because I was promised that everything would be complete before the Christmas holidays and haven’t to heard anything from his company. I told him that we were considering canceling the order since they neglected to install the product as they agreed per contract. Michael then ask what they could do to make us not back out of the deal so he offered a $1000 deduction on remaining balance which at the time was $8400 so this brought down my new total to $7400. Michael also assured me that the contractors which were going to install my windows would call with an installment date once we got off the phone because he was going to contact them to let them know they needed to call us with dates. The window contractor called me about 1 hour later and indicated that they just got all these orders from Empire Today and there was no way they complete the job before the Christmas holiday. I then explain to the window contractor that I understood it wasn’t there fault but I was very displeased because I was promised one thing and it has yet to happen. The window contactor told me that they would be able to complete the job by 1/2/08 and I agreed to that also. The window contractor came to my home yesterday 1/2/08 with a partial order they installed some of the windows without put the sealing on them so a draft in coming thru my windows now in freezing cold weather and I have younger children living in my home with me. I ask the window contractor were was the other windows he indicated that one of the gentlemen was going to pick them up and one guy did in fact leave in the middle of doing the work but never returned himself, nor with the window. When I realized that the gentlemen wasn’t going to return I called Empire Today once again and at this point I was very pissed off because I was told that this was suppose be a 1 day job. I spoke to several different people with the Empire Today agency to include Junior who refused to give his last that indicated a, Frankie Perez would be calling me which never happened, then spoke to Adam Thomas who may a add is a VERY RUDE and Unprofessional individual with no type of Customer Service skills who is unwilling to do whatever it takes to make this situation the Empire Today created. As it stand today 1/3/08 right in 35 degree weather now I have some windows installed which haven’t been sealed at all so a draft continues to come thru the window with children in my home with no type on resolution. I would like some type on compensation for all the frustration and stress that Empire has put me thru I’ve had to deal with this issues since 11/14/07 and it should have been done and over with by 12/22/07 as promised. Somehow a 1 day job turn into weeks of a nightmare this has yet to end. Whatever changes happens within any company and or organization in the case Empire Today company it should never effect there level of customers service with there clients order. This should be a time were they should actual accommodate customers due to the inconveniencing me

    Adam Thomas who may a add is a VERY RUDE and Unprofessional individual with no type of Customer Service skills who is unwilling to do whatever it takes to make this situation the Empire Today created. I no longer wish any type of contact with Adam Thomas who as admitted to me the he is an ARROGANT person and isn’t willing to help us out contact my home AGAIN.

    Thanks

    0 Votes
  • Re
    Rebekah Clerk Jan 07, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Thank you for brining your concerns to the attention of Empire Today. Empire Today is dedicated to providing world-class customer service to every customer. We are currently looking into the concerns mentioned in your post. We will contact you within the next three business days. Please feel free to contact us at [email protected] for further assistance.

    0 Votes
  • Fr
    Frank Spinelli Jan 16, 2008
    This comment was posted by
    a verified customer
    Verified customer

    These lieing SO B's came into my house and tried to take advantage of me. What because I am a woman, do I have take advantage of me on my forehead? I looked in the mirror and can't see it. Jadon came in to give us a quote with my husband at work. I got a ridiculous price when I got a few quotes elsewhere. He quoted me a price for a lower grade carpet than the other carpet I got quotes for, which was a higher grade . Then he argued and would not match the price of the other co. when he said they would beat the other price. They tried to discredit the quote from a reliable co. and I didn't appreciate their business tactics and lack of honesty and integrity. I would NEVER recommend this co. to anybody, they are overpriced and tried to take advantage of me. I don't play that game. Women beware don't led these ### lie their way into your home and bankbooks!!! He kept up with the warranty crap and saying the quote I got was not right from the other co. I got. He had a paper in his folder from the other co. I got a quote from and said they did not add in this and that and they charge extra for moving things out of the room, and on and on and on. I said I had a budget of $700 and not a penny more. He started at a price of $1400 and then went to the quote from the other co. and added this and that that he said was not on there. He got up to $750 for the other co. quote. Then he said he could give me a price of $800 for the lower grade carpet. If I wanted a higher grade carpet it was gonna be $950. He made a big deal over comparing apples to apples and he was comparing apples to oranges. Steer clear of this co. they LIE and try to make you feel like you are stupid. I am a woman and I am NOT stupid. They are ### and I won't deal with that and neither should you.

    0 Votes
  • Re
    Rebekah Clerk Jan 21, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Thank you for brining your concerns to the attention of Empire Today. Empire Today is dedicated to providing world-class customer service to every customer. Unfortunately, we are unable to reference your account with the name provided on this website. We would like to work with you to resolve your concerns. Please contact us at [email protected] for further assistance.

    0 Votes
  • Ca
    Carlyne Fort Apr 02, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I called Empire Today [protected]) for carpet installation. A salesman came to my house for the ordering. First of all, the measurements that he quoted were almost twice of my husband's (160 vs 89).But he told me that b/c of the way the carpet is cut, you have to do it a certain way. He added that since i have stairs, that's another thing that could cause a difference in the measurements. He insisted that my measurements were false. Now i stressed the importance of having a carpet as thick as the current one in the bedrooms ;he reassured me that it will be the same - "You have nothing to worry about. we sell the best carpet and offer 100% satisfaction. I was convinced. He presented a sample attached to a board with no info provided. I asked for a sample (meaning one that is not attached on a board) so i could feel it and assess the thickness since there is no info provided regarding the carpet, he told me he does not carry sample with him but only this exhibit. I pointed that there was no written info about the carpet like any other store would regarding the thickness, density, type of material or fiber, brand etc (usually displayed for the customer's awareness)- no evidence here, or visual info to convince me of what i'm buying, but he told me "that's why you have me". and reassured me about the quality and thickness of the carpet, and scheduled for next day installation. The next day was such a disappointment. I truly wished i had kept my old carpet which is by far a better carpet than the "garbage they have installed - a very thin one, low pile, low ground cheap carpet - (that was very deceptive!) around the steps you can see the bare carpet and upon touch the fiber strands come out easily. Plus the installation is not great and they left the same tax strips that i had under my previous carpet for more than twenty years. The same sample taken to home depot manufactured by the same company (Mohawk) is $13 per square yard with the difference that the carpet sold at home depot does not shred like this one. a better one for a better price with $ 200 installation for whatever the amount of bedrooms. They claim to have better price b/c they eliminate the middle man and they provide excellent quality of carpet, even Home Depot does a better job at all levels. I give Empire a zero. They are dishonest; they purposely do not provide any visible info about the carpet . Attempts to communicate with managers are unsuccesful. the manager is never available. Bill Mara scheduled an appt for someone to revisit ; i waited an entire day, but no show and no phone call to cancel the appointment. when you call, you get voice mail. you leave tons of messages, no return call, no follow-up. They do not care, they already got you. Zero professionalism, poor service, dishonesty is their trademark. I kept calling with no result. I had to go to my lawyer yesterday to help me settle this. I do not want to deal with them anymore. I wonder how many elderlies or naive people like me have been victims of their tricks. I did not request such a cheap carpet and i did not expect such a poor service. For this amount, i would have had a much better carpet from any other store. Have i known that this was such a cheap carpet, i would not have made the deal.. The installation problem regarding the strips was reported to manager Peter Brocha and numerous messages left on Bill Mara's voice mail regarding the quality of the carpet. No follow-up with the client. I do not want to deal with them anymore. I am going to send my complaints to their finance or billing department. an investigation needs to be done to close down this store. Otherwise, hundreds more will be cheated. I kept a sample of my carpet - even the installer admitted the difference between my OLD carpet, and their cheap one. This is definitelynot a smart way to do business. You treat your client well to keep them coming and refer others to you.

    0 Votes
  • Re
    Rebekah Clerk Apr 03, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Thank you for brining your concerns to the attention of Empire. We are dedicated to providing world-class customer service to every customer. We are currently looking into the concerns mentioned in your post. We will contact you within the next three business days. Please feel free to contact us at [email protected] for further assistance.

    0 Votes
  • Valerie May 04, 2008

    Empire Today installed carpet in my living room about four months ago. Besides the inordinate amount of fuzz constantly being put out by the carpet, spreading out all over my house, and clogging my vacuum cleaner, I've noticed that certain higher traffic areas of the living room are beginning to "pill" or mat. That's not something I expect of practically brand-new carpet that I paid a not-so-cheap price for. I began to suspect that I'd been ripped off, so I googled the phrase "Empire Today Carpeting consumer complaints" and was not too particularly surprised by the many other similar complaints about their substandard carpeting.

    I'm not really sure what I'll do next...I don't really want them replacing this crummy piece of carpet with another equally crummy one; and somehow, I doubt that I'll be able to get any kind of a refund or even any sympathy, based on the horrible customer service stories I've just read...best thing I can do is to warn others who are thinking of using Empire - PLEASE DON'T !

    0 Votes
  • Re
    Rebekah Clerk May 05, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Thank you for brining your concerns to the attention of Empire. We are dedicated to providing world-class customer service to every customer. Unfortunately, we are unable to reference your account with the name provided on this website. We would like to work with you to resolve your concerns. Please contact us at [email protected] for further assistance.

    0 Votes
  • Br
    Brittany May 06, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I have been looking online to find out what others think about Empire carpeting. We had our carpet installed in September of 2017, and today it looks like we've had it for 5 years. The carpet sample I looked at on the salesman's board looked a lot more plush than the junk I have. Today was my first time contacting the company and they said that someone from my regional office in Nashville will be in contact with me in 1-3 business days..and that if no one calls me that I should call customer service back. To get back to the carpet, not only is it worn down, but we went through 10 vacuum bags in one month from the pilling of the fibers. I finally went out and bought a bagless and today it still pulls up carpet fibers. On top of that, I recall the paper I was given after installation about peeking seams. I figured, ok, they should start to blend in after a while...of course not..they only become more and more visable. I am not a super picky person...most certainly not the type that can never be pleased. I am very fair and reasonable, in my opinion. I am just not satisfied with the product I thought I would be receiving, especially for the price. I'm worried now that my issue won't get resolved and that my warranty will run out before then! My advice to anyone looking at Empire is to not be pressured into going with them because they have the salesmen come to your house. Get their quote, and compare it to everyone else in the area. Good luck to anyone looking at them and pray that I can get this resolved!

    0 Votes
  • Valerie May 21, 2008

    I called and spoke to their representative named William. I scheduled the appt and then proceeded to ask questions about the company. He became very rude and sarcastic. Stated he did not understand why I was asking questions about them. Then I asked if the representative that would come out to my home would have samples of carpet and give me final quote and he responded very sarcastic "That's why you have an appt". I asked him why he was so annoyed with my questions and he said he did not understand why I was asking questions and I should ask the representative at the appt. I told him that I just needed a little more info and I would like to have an idea of what to expect so I told him to cancel my appt. I am GLAD I did not do business with this company after reading all the complaints on so many websites!

    0 Votes
  • Re
    Rebekah Clerk May 23, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Thank you for brining your concerns to the attention of Empire. We are dedicated to providing world-class customer service to every customer. We are currently looking into the concerns mentioned in your post. We will contact you within the next three business days. Please feel free to contact us at [email protected] for further assistance.

    0 Votes
  • Mi
    Michael T. Mahoney Jul 11, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Shame on empire today
    I have been trying to collect the outstanding money that is owed to me for my mileage expenses. Since april 10, 2017. All I have received is lip service. These are legitimate expenses accured during my employment.
    I worked for emipire 11/04 to 4/08. During this time I traveled extensively for this company. 6 to 7 days a week. Putting out fires from irate customers. My job involved site inspections, carpentry, painting of damaged ceilings, walls and woodwork caused by installers. To date, despite numerous attempts to collect monies legitimately owed to me by empire, I have not received one dime. Hoping I would walk away, empire tried to have me sign a paper saying they owed me nothing and I owed empire nothing. This is something I will not do. I am determined to collect what is rightfully owed to me.


    For the record:
    Expense milage to me to date...$, 474.63
    Toll charges... 191.00
    My responsibility to empire (gas, etc.) 1891.00
    Balance owed to me, to date... 2, 774.63
    Three weeks ago. The general manager made me an offer of settlement 4200.00. Still receiving lip service.

    Michael t. Mahoney

    0 Votes
  • Jo
    Joan E. O'Neill Jul 12, 2008
    This comment was posted by
    a verified customer
    Verified customer

    we had met this co. at a local flea market. they were most convincing. for instance what amazed my husband and i their samples that are scratch resident. DO NOT FALL FOR THESE PHONIES. today at 7:30 they where supposed call us to tell us the time frame when they were to arrive. no phone call so my husband called. oh we cannot install ur floor today we are backed up. the next call was the flooring was damaged in transit. we had to put our dogs in a kennel at 120.00 per day and when they asked for a deposit, i told them no more than 25.00. well low and behold after reading all the bad comments i told my husband who was on the phone with them to just forget about it. at the time i was reading the complaints. do not ever deal with these people they are awful and have a bad rep. read comments before hiring these nit wits. thwy suck!!!

    0 Votes
  • Valerie Jul 28, 2008

    Empire flooring is the worst company out there. There workmanship is poor and the floors come up. I am now having to seek a lawyer to sue them.

    Do not buy from this sorry company!!! Terrible horrible worst company out there, do run from them.

    This is the worst experience I have ever had with any company in the US. They have workers that can't even speak English and do not know what the *** they are doing! Please do no buy from these JERKS, they SUCK!!! They are the worst floors come up at the seam poor quality flooring.

    0 Votes
  • Valerie Sep 04, 2008

    Stay away from Empire Today. They lure you in with slick commercials and some nice customer service up front, but they *** on the back end. Don't sign the contract because the moment you do, the service goes to pot. No returned phone calls, estimated dates for measurement and installation aren't met--without even a phone call. They are awful and I will never use them again. I stupidly declined a competing offer from a local guy and now I wish I can gone with him. Bad, bad, bad. I cannot begin to express what a frustrating experience this has been.

    0 Votes
  • St
    stand up Oct 04, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Actually, I found a place for laminate floor for 99 CENT SQ F!!! The warranty is for 50 years!!!

    That is amazing, imagine all I can save. They installed it, they saud the installation is going to be around 500 bucks for 300 sg of my kitchen. Well, the store installed it in 10 days, it cost me 99 cents plus tax, but the installers charged me around 900 buck, the store said they dont have nothing to do whith installations prices, so I just paid it. The installation was fine, but, this store made me signed the 50 years warranty, and for my surprise, they said that once the floor is installed, the warranty is VOID!!! what in earht is that!!! A few months later, the laminate started to bend upwards, I called the store and I was told someone will be going to my hose in the next week. They indeed came the next, next, next week (three weeks later) and said that the laminate I purchased is very low quality and if I want it to last longer I should purchase new flooring!!! That is outrageous!! Next thing is that they will charge me 500 bucks to fix just a few laminates that are bending!!!

    I had an estimate for empire today, but i learned from this blog that empire is a ripoff and that is not woth it, so I went to another store suggested in this blog, then all started to go wrong...

    I learned my lesson, I should bought it from empire today in the first place, since they offered me an extraordinary flooring with written warranty and one year installation warranty. That is peace of mind. Next time, I will not be cheap as some people in this blog, shame for me, shame for you...

    0 Votes
  • Qu
    question Oct 04, 2008
    This comment was posted by
    a verified customer
    Verified customer

    did you work for empire today as an independent contractor? I guess you did, and all the money received from empire is for all your expenses. You can have all the expenses deducted from your taxes, including gas. How much did you make with empire today? I guess a lot of money right? I am wondering, wy did you work so long for them?

    0 Votes
  • St
    stand up Oct 04, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Actually, I found a place for laminate floor for 99 CENT SQ F!!! The warranty is for 50 years!!!

    That is amazing, imagine all I can save. They installed it, they saud the installation is going to be around 500 bucks for 300 sg of my kitchen. Well, the store installed it in 10 days, it cost me 99 cents plus tax, but the installers charged me around 900 buck, the store said they dont have nothing to do whith installations prices, so I just paid it. The installation was fine, but, this store made me signed the 50 years warranty, and for my surprise, they said that once the floor is installed, the warranty is VOID!!! what in earht is that!!! A few months later, the laminate started to bend upwards, I called the store and I was told someone will be going to my hose in the next week. They indeed came the next, next, next week (three weeks later) and said that the laminate I purchased is very low quality and if I want it to last longer I should purchase new flooring!!! That is outrageous!! Next thing is that they will charge me 500 bucks to fix just a few laminates that are bending!!!

    I had an estimate for empire today, but i learned from this blog that empire is a ripoff and that is not woth it, so I went to another store suggested in this blog, then all started to go wrong...

    I learned my lesson, I should bought it from empire today in the first place, since they offered me an extraordinary flooring with written warranty and one year installation warranty. That is peace of mind. Next time, I will not be cheap as some people in this blog, shame for me, shame for you...

    0 Votes
  • Tj
    TJ Oct 07, 2008
    This comment was posted by
    a verified customer
    Verified customer

    My husband and I looked into having this company come out and put some flooring in for us as well. We had a quote from another company, but it was higher than we wanted to spend so we decided to shop aroung. Since Empire was have a "60% off sale" we contacted them for a quote. Well, even with their "60% off" their quotes were much higher than the other quote we received AND their product was of lower quality. We went back and forth with the sales rep, he was going to drop the price about $1, 500 until he realized his boss would be "losing money" on the deal. That right there tells you that they are trying to rip you off! Any company that does not post their prices and just uses arbitrary figures is full of it! Plus he only showed us the final number, there was no detailed sheet with the prices for each thing, the original price, the amount of the discount, etc. That is how these people rip you off. (The other company we had a quote from had a very detailed invoice of their prices, discounts, etc.) We finally told the guy to just leave, there was no way we were going to pay them that amount of money.
    I figure that he thought he could take advantage of us because both my husband and I look very young (young enough to still pass for 17ish). This is the first time people have tried to take advantage of my youthfulness. Just because I am young and look much younger than I am does not mean I'm an idiot!

    0 Votes
  • Valerie Oct 17, 2008

    This is regarding the job for the condo at Opera Plaza, 601 Van Ness Ave, San Francisco, CA 94102

    Empire sales guy Doug Hart [protected]) promised the 4hr work will be done today (Sat Oct 4), and the Empire contract guarantees the work to be completed today.

    THe installed workers called and confirmed they will come at 10am. They came but left after winning and complaining that they have to park at a meter and pay quarters.

    I spent the next 4hrs on the phone with Empire Corporate trying to resolve the matter, why the installers left in the first place and to have a 2nd installer crew send ASAP since I had to get the work done on the 4th.

    Corporate office promised the 2nd crew will be here at 1pm..they got here at 4pm. BTW, i had to negotiate with security and HOA at my building to let the installers in again. i negotiated with Corporate a $100 discount.

    when the 2nd crew showed up at 4pm, they wanted me to pay the full price before the work even started. Is that even acceptable? Since I needed the work to be done, I was willing to pay before the work started, however, the amount they wanted me to pay was the original, and not the $100 discounted price!

    I spend the entire day for nothing. I have my renter arriving tomorrow and his room carpet is not put in place. I will loose my renter.

    Empire needs to be ashamed of their service. how in the world can their sales people proclaim that Empire has best service?!!!

    0 Votes
  • Be
    Bea Campbell Oct 28, 2008
    This comment was posted by
    a verified customer
    Verified customer

    My husband & I decided that we wanted to put hardwood flooring in our dining room and hallway. When doing something like this we like to get at least 2 estimates, because of their ad on TV we decided to make Empire Today one of them. They were running a 60% sale and advertised free estimates in your home, so we called and set up an appointment and told them what we wanted.
    We expected that someone would come to the house with samples, take measurements and give us an estimate. The saleman went on and on for about 30 minutes about how their product was made and how superior it was and well worth the cost, etc, etc. We wanted hardwood, but he insisted that we should go with laminte. Finally he went to his truck to get the samples, that turned out to be 3 pieces of scrap wood left over from jobs, all poor quality laminate, no hardwood. Even though, we still wanted hardwood, we chose one of the laminates so that we could at least get an estimate.
    After taking the measurements, he did our estimate; that even with the 60% discount turned out to be what we expected to pay for hardwood.
    We thanked him for his time and told him that we would think about it, at which time he proceeded to tell us that the reason for the 60% discount was to save on fuel cost and it was a one trip deal, if we didn't sign right then we wouldn't get the discount. We told him that we weren't impulsive buyers and that we weren't going to sign.
    After he left, we talked it over and decided that we didn't like the product, it wasn't what we wanted and since we couldn't get the discount because we didn't sign we thought that was the end of it. Wrong!!!
    A few days later the salesman called my husband and told him that if we still wanted the discount we had to make a decision by the next day, this is after he told us that we couldn't get it if we didn't sign the day that he was at our house. My husband told him that we were going to pass at which time the salesman got very rude. He wanted to know why and my husband told him that we didn't like his product. The guy then accused us of wasting his time and gas to come to our house to give us an estimate and told my husband that he didn't like his attitude. Finally, my husband just hung up on him. He called back and went on again about wasting his time and my husband's attitude, my husband told him not to call again.
    All & all it was a bad experience and we would not recommend them to anyone.

    0 Votes
  • Je
    Jerry Gardner Oct 29, 2008
    This comment was posted by
    a verified customer
    Verified customer

    "Actually, I found a place for laminate floor for 99 CENT SQ F!!! The warranty is for 50 years!!!'

    .99 cents a sq ft with a 50 year warranty??? Man, that should have rung bells you could have
    heard half way across the country. Want to buy a bridge in Brooklyn?
    It always amazes me that people still think they can buy a Caddy for the price of a Volkswagon.


    "Next thing is that they will charge me 500 bucks to fix just a few laminates that are bending!!!"

    Yes, they have to take your floor apart to reach and replace the damaged planks, it takes time
    and labor and costs money. It's not the repair crews fault you purchased a cheap product. They
    are in business to make money, not do you favors.

    0 Votes
  • Ja
    JACQUELINE GERE Oct 30, 2008
    This comment was posted by
    a verified customer
    Verified customer

    My experience has been stellar. The sales rep was very enthusiastic about her company and gave me her assurance that they would do an outstanding job. They have. The installers were on time, courteous, and knowledgable. They worked in tandem, and were extremely neat as they tore up my old tile floors and installed the new tile. I wholeheartely recommend EMPIRE TODAY. They have come through on everything they promised, and my house looks like a pictrue straight out of SUNSET magazine. See for yourself.

    0 Votes
  • Li
    LizM2154 Nov 03, 2008

    You should never, ever have to pay up front for a service... like carpeting/flooring... where there is installation involved, prior to the job being done. a deposit is one thing (if it is agreed upon in the original, signed contract) but a deliveryperson at the door demanding payment before installation is completely out of line, unprofessional, and bullying. I would have closed the door in his face and canceled the sale. There are plenty of reputable companies out there who want your business and would not treat a valued customer that way.

    I hope they rectified your situation and installed the flooring to your satisfaction. I am researching this company because I was considering them for some projects in my home. Not any more.

    Thank you for sharing your experience and I'm sorry you were treated poorly.

    0 Votes
  • Valerie Nov 04, 2008

    We never got as far as an in home estimate because twice now, they failed to show up for appointments.

    The first appointment was a three hour block in the morning, where not even a phone call to let us know whether or not someone would be coming was made. Three hours wasted that we could have accomplished other tasks, but more to the point, completely unprofessional of them not letting us know they were not going to even bother showing up.

    My wife convinced me that it couldn't possibly happen again, and we should give them another try just a few weeks later, so today reluctantly, we had an appointment between 7pm and 9pm, and of course, no one shows up. I receive a phone call at 9pm exactly with someone telling me that the "agent" won't be able to make it on time. No kidding, really?

    Horrible customer service, no matter how much they claim to be all about it. When complaining about this to them, they are speechless without an answer or even an offer of apology and any way to make this up to us.

    This is one company I will highly recommend NOT to go with, to everyone I know. Why waste your precious time waiting for someone that will never arrive?

    No confirmation calls prior to appointments and no-shows for the appointment times, twice now. There won't be a third chance, and I'm making sure to spread the word about how horrible they are when it comes to customer satisfaction.

    0 Votes
  • Co
    complainer Dec 10, 2008

    I am in the market for hardwoods, carpet, and plantation shutters for my home. I've always heard the Empire jingle on TV and thought I'd give them a shot. I had scheduled an appointment with for a free consultation and something just told me to research this company a little bit online. After doing a Google search, I noticed that there were alot of websites that caution potential buyers about doing business with this company. After reading the astronomical number of complaints I found (including this website), I decided that I wanted nothing to do with this company. I called to cancel the appointment and the person I spoke with was very nice and confirmed that the appointment had been cancelled. I figured it would be as simple as that. A few minutes later I received an email confirming that my appointment had been RESCHEDULED for days later, and not cancelled as I had requested. I called back to Customer Service and they informed me that their notes said I had called in to reschedule it and I informed them that, "No, I did not want to reschedule it and I wanted to cancel it!"

    I'm so glad that the advice all of you provided saved me from making the same mistake. I will definitely not be dealing with them again.

    0 Votes
  • Di
    Disappointed Jan 17, 2009

    Too bad I did not read this before scheduling an appointment 3 times with Empire Today!!! I saw the ad on TV numerous times and then again on Clean House so I figured I give them a call. They seemed professional when scheduling an appointment and I was pretty impressed with being able to schedule an appointment on the website. What is unfortunate is that they rescheduled once and then the second time due to the weather. So you think they would show up for the 3rd appointment-NOT!!! The representative at the 800 number could not even provide me with an explanation.
    Very upsetting and disappointed-they could have definitely made a sale with me because I was so ready to get things going regardless of cost but they BLEW IT!!! So long Empire Today-I don't think you will be around for another 40 years!!!

    0 Votes
  • Do
    dobrogator Jan 19, 2009

    Empire does not stand behind what their sales reps promise and do not seem to understand the meaning of customer service.

    I ordered blinds and requested extra slats in case I need to replace damage slats in the future. The blinds came and were installed but I did not get slats. After complaining to local office, they delivered slats but all were broken.

    Now I can not get them to make good on the broken slats or give me a refund. I have gone through the local office and the national customer service.

    I HIGHLY RECOMMEND TO USE SOMEONE ELSE - NOT EMPIRETODAY. THEY DO NOT KEEP THEIR PROMISES!!!

    0 Votes
  • Ji
    Jimmy Jan 31, 2009

    On Friday, January 23, 2017 around 7:00 pm, representative P. Andreotti ID # RR9 of Empire Today Flooring came to my home to give me an estimate on flooring. After measuring the areas and while discussing the quote, I asked for a detailed estimate. I begin to write as he was explaining what the estimate included then he said, “I'll write it." He took a flyer, folded it in half, and wrote “Includes-Removal of old, flooring-move furniture & carry away old debris Install 1/8 pad then wood product & qtr molding move furniture bk. 25 yr water warranty also stairs, structure, padding $3, 513.00." I asked him if this was an estimate and he said it was. Therefore, I asked for a detailed estimated. I then told him that, “if you can't give me a detailed estimate, this is over." He said well “this is over." In addition, I told the representative that “I don't like your attitude or your demeanor right now so get out of my house." After gathering his things, the representative stated, “and you would be an Obama supporter." I responded with, “yeah did you see my sign?" While going down the stairs to leave, the representative unhappily expressed his feeling about Obama therefore I told him that “you need Jesus." For the second time I said, “sir get out of my house." When the representative reached the door, he turned around and shouted, “you people got a man running the country that is gonna allow abortions." At that point I stated to him that he needs to “go pray and get out of my house." I then went outside to get his license plate number. He was doing something in the trunk of the car. He asked me, “what are you doing? What are you doing?" I ignored him and proceeded to write his license plate number then he hurried into the car and tried to back over me. I then called the customer service number who told me to call the home office @ [protected]. Well home office is not open after hours or on weekends. On Monday morning I called [protected] ext 7813, found on the internet and spoke with Tom Sherwin, Regional Customer Service Mgr who advised me to file a police report regarding the incident with the car. A police report will be filed today. Mr. Sherwin also mentioned that Empire Today does not give detailed estimates, they give a comprehensive estimate. He also mentioned that Empire Today does not support engaging in political or religious conversation. I expressed to him that I was unhappy with his representative weather he is a contractor or not, he represents Empire Today. I also mention that I wanted my flooring installed before the Superbowl. No resolution was offered. I am very unhappy that the representative negatively expressed his political feelings because I ended the meeting since he refused to give me a detailed estimate and obviously had a foul attitude; violated the safety of my home; displayed such actions in the presence of my daughters ages 10 & 19 who became scared because of the representative's hateful look, negative comments, & irate body language.

    0 Votes
  • Ja
    Janine Feb 12, 2009

    Jimmy, this is horrible. I commend you for your restraint in not physically escorting him to the door...and the pavement for that matter. My research on Empire shows me this is SO not the company to do business with.

    I wonder, did anything ever come of the police report?

    Best to you and your family,
    Janine

    0 Votes
  • Ba
    babygirl Mar 30, 2009

    Before choosing empire today~ look around! I called in feb 09 for a person to come out and give us a quote. They were very late and were suppose to show up around 3-4pm-they got there at 830pm!! We then chose carpet and laminate flooring for our home. We were told both floors would be placed the same day since the rooms are all conjoined. Well, that morning I was told the carpet would only be done. So they came and had it ripped up and new in within 2 1/2 hrs. Very half-### job! Carpet seam is now showing, you can see where they cut pieces too short around the base of the wall.

    Next day, the laminate people were suppose to show first thing at 9am! Well it got to be 11am and so I called. I was told they should be there by noon. I then got a call from the driver, saying he had to take care of some "personal" stuff and wouldn't be there until 1pm. At this point I was already irate. They arrived and said "oh this is going to take two days b/c we have to rip out the old flooring. " at this point I was done holding everything in. I told them that I didn't care how long they were going to be there, it was going to be done today! They installed the floor after being there until 10pm!

    So, days went by and I saw the seam in the carpet show, the moulding underneath the kitchen sink wasn't nailed down, and now there is another moulding piece lifting up which is dangerous since I have a toddler!

    I called customer service for over a month and still nothing! I will keep calling and complaining until I get something done and also a discount for what I paid for this!!! I asked for the office which is going to be servicing me since the one which I was through closed, she said they didn't have a number. I worked in customer service for many years and I know the tricks which they couldn't pull it over on me!!!

    So, now I sit and wait for someone to call me as I search for the number to the office which i'll be "helped" out of!

    Don't go with empire. You hear good stories and bad! I see it all depends on whom places the flooring in, but customer service is very rude, talk over you, and not helpful at all. They want you off the phone as they pass your issue over to someone else!!!

    0 Votes
  • Ji
    jim May 04, 2009

    My complaint is that the cancellation clause in their contract was not honored.in the presentation from the sales representative, I was told that my checkwould be returned if I should cancel the contract the contract date was 4/23, the same day I called the salesman back and cancelled the contract (about 4:30pm). As I expected the salesman turned the check in and didnot return it as promised I had also cancelled the contract with the customer service unit on 4/24. No confimation was given and as far as I was concerned the contract had been cancelled. On a follow up call I found tha the claim was never received at the empire today. Here itis almost three weeks and no refund. I have talked to the cancellation dept four separate times. They tell me that the refund has been mailed to me ha ha...

    0 Votes
  • Ha
    Harold Jun 17, 2009

    Well, I don't know if I have a right to complain since I chose not to buy from Empire, but here is my story anyway. I needed to replace damaged carpet in one bedroom of my house, 10 x 11 foot. I went to 3 local carpet places and got quotes between $325 and $375. I remembered seeing the Empire commercials on TV so I called them and set up an appointment, they said someone would be at my house between 5 and 7pm Monday afternoon. The sales guy 'Chris' was right on time, 5pm sharp. I showed him the room and told him I was looking for the same type carpet. He showed me a couple samples and I picked out one he said was good but affordable. So we sat down at the kitchen table and he starts punching in numbers on a calculator, and says That'll be $550 dollars. I must have had a puzzled look on my face because he asked me how much I thought it would cost, so I told him other places I had been to had quoted me around $350. So he starts telling me about how Empire has been in business for 50 years, and they only use the best installers, best carpets, and best padding, yada yada yada. I told him to leave his card and I would call him. Now he starts to pressure me, tells me he is very busy and won't be able to come back, and asks me if I will buy right now if he drops the price to $500, I tell him no. So he says he is going to go outside and call his boss and get me a better price, so he goes outside, starts his car and drives away, never came back !! I was glad he left anyway, he was a jerk !! After he left I started doing Google searches and found lots of unhappy customers out there, should have done that in the first place. I will NEVER call them again, they are worse than used car salesmen.

    0 Votes
  • Ro
    rowdy8888 Aug 11, 2009

    Oh BEA I agree ... that this happened

    but for him to call your husband on the phone ... what a pair of balls on this kid!

    talkin' about gas... YOU ARE talkin' about gas, gas, gas, are you insane yes it took him gas to get to the house is that ### going to walk...gas I would have said "A man!" "You are wasting my fookin' time bro" and hung up! These TYPE of ### will never learn! Too bad you live in Florida...

    0 Votes
  • So
    soua&jay Aug 21, 2009

    I also want to say thanks for sharing your experiences on here about this company. I've also called this company and asked them some questions although I never booked the appointment. I just bought a home and my relator had connection to a contractor who had access to wholesale carpets. We wanted carpet to cover 300 sq ft and the estimate the contractor provided was $900 to $1, 200 depending on the type of carpet we chose. I haven't done any research so that number automatically seemed high. I was going to call Empire Today and get the 60% off, but I am so glad I stumbled upon this website. I am 100% not going to call them. I might just use the referred contractor.

    0 Votes
  • I had Empire Today install laminate flooring and carpets which they did and it came out nice. The problem is the sales guy who came I think was drunk and measured wrong, I did smell alcohol on his breath when he was doing the measurements. Turns out he measured wrong and they didn't bring the correct amount of materials. so the job took two days.

    Thats not what im complaining about though, when they were banging in the floors the tenant below me had a piece of speckle from a nail head fall into her babies crib. Then there was a hair line fracture in the ceiling, small crap at the least nothing major. I called the salesman to let him know and see if he could get someone here to throw some Spackle, of course i got no response. I called the 800 number and explained the situation and they said they are not liable, and the first rep flat out hung up on me. I wasn't even being rude at all. I called back immediately NOW FUMING and demanding a manager. Manager gets on and I explain the situation and she said they will take care of it. You figure you have to pay these ### in cash they would do the right thing, Im not asking them to replace the entire ceiling for these people, literally a 15 minute Spackle job.

    I get a call today from some extremely rude woman from the corporate offices that wouldnt let me finish my sentences and I litterally had to stop her in her tracks and say "HEY I AM THE CUSTOMER LET ME TALK"
    She also said they don't send anyone to fix repairs like this so now I have to find a outside contractor and pay out of my own pocket then fax this rude lady the bill and hope i get reimbursed. Awful customer service, save yourself the trouble and get a private contractor for your floors or carpet that has a good name in your area.

    0 Votes

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