Empire Today®

Carpet wrong color, price was way too high, customer satisfaction does not exist. DO NOT USE THIS COMPANY !!!!!

I scheduled an appointment for a sales consult and measure online for May 13th between 11am and 1pm. I did not receive a confirmation call, but did receive a confirmation email. I waited until noon and called just to make sure my appointment was in the system. It was and the representative said the salesman would be at my house in 30-45 minutes. I waited. Not only did he not show up, he did not call. I called back and let the customer service representative know he had not shown up. She called him and he told her he was stuck at a job and would not make it today. The customer service representative told me and then asked me if I would like to reschedule. She offered me $50 off my order. I am very upset at the lack of basic customer service and lack of courtesy. I spent the middle part of a Saturday waiting for someone to show up who didn't, and didn't even bother letting me know. The customer service representative was not only unsympathetic, but gave me a canned response offer of a measly $50 off for a sale that would have been worth several thousand. I planned to purchase new floors for my entire house, which was actually my first Mother's Day gift. I prepped my house, moving furniture, etc. so it would be easier to measure. I saved photos of the flooring I was interested in. All of that time and effort was wasted. I abided by the request posted on the BBB website to email the customer service department to hopefully resolve this without reporting to the BBB. I also had not yet posted on any social media or Google. After the response I received from the customer service representative, I did not have high hopes but, I wanted to give this company one more shot to make it right. I emailed on 5/13 and 5/17 (to Alex Roberts in Customer Service specifically) and still have not received a response.

Summary of review: -Company cancelled several appointments-often without notice or very late notice -VERY poor communication- everything is through a call center and not the local store. You have to start all over with your story every time, and no one ever calls back. -Company actually admitted to me they over book appointments and frequently cancel -I tend to hand out A's on angle's list like candy but NO hesitation here on a negative review! Horrible experience. My experience with Empire today (the Dayton store) was poor from the first missed appointment. They advertise "same day appointment, next day install" but I highly doubt this ever happens. It took weeks to get in for an estimate. I left work early to make it and then they no called no showed. When I called they said someone was "sick." I figured things happen so I wanted to re-schedule. Rather than fitting me in since they cancelled on me, I had to go to the back of the line and wait several more weeks for another appointment- when they then also cancelled because someone was "sick." At this point I said I'm done, but they called and said they'd send a manager to fix everything. It's no obligation so I figured I'd try. The sales person was nice enough but rather pushy. They don't every explain the promotion or how it breaks down they just insist you are getting a good deal. There quote wasn't any better than another one I had gotten so they did just enough to beat that one (but they weren't way cheaper by any means). I was nervous about signing because I was due to have a baby. Given all their cancels we were getting close. But he assured me they would take care of me and if I wasn't happy I could cancel. So I signed. I was excited once it was scheduled. I did like their products and how easy it was took look at them while in the house and compare them to the cabinets, walls, etc. The day before install they called and confirmed. We cleared out our whole downstairs, disconnected electronics including cable/internet. We made special arrangements with daycare and work to have someone at the house. Then, at 9:30 PM (after they had already confirmed) the 800 number called to cancel. They said they product didn't come in. They had no other information and said someone would call. I said it HAS To get done soon- I'm due to have a baby but it didn't seem to make us any priority. No one ever called me. I had to spend the next day on the phone all day with different people trying to get answers and get it re-scheduled. I was told different things by different people which turned out to not be true. You always deal with someone new from the 800 number and not someone local. No one ever gives their extension so you are constantly telling your same story over and over. First they said they'd do it next day but then took that back. I finally talked to someone at the local office and they actually told me they had several people scheduled that they didn't have installers for. I said "so you cancel on people a lot?" and they lady said "Oh yea, all the time. We don't have enough installers." They re-scheduled for Monday (we again cleared out house out) and again didn't show- no call to tell me why. Finally I said I gave up and just wanted to cancel. They finally got a manager to deal with me. They got me scheduled and someone FINALLY showed up at my house (three days before my due date- thank goodness I didn't go early!). The installers were nice, but they were obviously in such a hurry they made errors- a hole in a door that fell, a busted base board, and THEY COMPLETELY COVERED A VENT with laminate. I'm waiting to see what they will do about this. They have offered a discount but it is not enough in my opinion given how much time we wasted. The whole process was exhausting and very very stressful. I would recommend spending a little more to go with a company that will actually communicate with you. Horrible customer service experience. I checked BBB and this company has an a+ and I'm really not sure how. There were hundred of other reviews just like mine with frequent cancels, no call no show, and bad work. DO NOT USE EMPIRE TODAY IN THE DAYTON AREA- you will regret it.

It took 5 Days. These guys were good. the floors look awesome. Lotsof cutting.Lots of furnitue and plumbing to be moved and replaced back. they cleaned up everyday before they left.

unknown

They are courteous and punctual.

Everything Empire did was done well. The quote was provided easily and on time. The price was good. The carpet came in quickly and they worked according to my schedule (as much as possible). The installers were terrific. Overall I'm pleased.

Rich, the salesman, came out and was very professional, helpful, and on-time. He also took the time to measure and give us pricing on hardwood floors despite the fact that we're not looking at doing the job for 5-10 years. At this time Dont believe we'll use Empire to do the install because their competitive pricing seems to come more into play when you're doing larger areas. We are only looking at 132 sq feet and, as such, are 40% more expensive than Home Depot.

The installers showed up at the scheduled time. The were very friendly and helpful. They moved furniture, ripped up old carpet and padding and installed new padding and carpet. All furniture was put back before they left in the proper places. I absolutely love my new carpet and would not hesitate to use Empire Today - Dayton again!

unknown

I Charged for large bedroom and no charge for installing the other 2 bedrooms. I had my choice of the carpeting and the price that I wanted to choose. .

Went really good. The salesman was top notch and communicated all details to us. The installers also were personable and paid attention to details and any requests that I had.

The salesman, Rob Middleton, came out and was very nice and knowledgeable and helpful in assisting us to choose what we wanted. Two days later the installers came. Bill was the supervisor. He explained everything they were going to do. They moved the furniture. He and his crew worked very hard, were very polite, took very, very few breaks and cleaned up thoroughly when they were done. I can't emphasize how professional and enjoyable the entire experience was from beginning to end.

The service was good; not perfect. Neither of the gentlemen they sent out spoke English; that was a little tough, trying to get ideas across to each other. I would have preferred to have at least one of the gentlemen speak English. They were not able to finish the job in the time that they had allotted so they left the job undone and were supposed to come back the next morning but did not come back until very late afternoon. I think I had to call to get them to come back, so the job was partially undone. The carpet is lovely and everything went nicely but it was not a perfect experience. There was one area I had to call them back out on because it was coming loose on the stairs. The carpeting has proved to be very nice and we like it. It is seamless and cleans easily but I was not happy that I could not talk to them.

Overall it went well. He brought lots of samples for me to look at. None of which had the price per sq ft or sq yd on it so that I could make an intelligent decision. But I think that was just part of the sales approach...they tell you to pick one out that you "like"....and of course you are drawn to the nice, densly-made or plush qualities which lean towards the higher-end price. He did educate me on the styles, construction of fibers, backings, and stain guard protection etc...but again, not enough emphasis on price breakdown for me. When I am trying to make a $5K decision this is important to me.

WENT WELL, INSTALLED 1 DAY.

It took just sightly more than one day to complete the entire job. The team was great! The guys were perfect gentlemen. They called ahead of arrival, were punctual, personable, and professional. Overall, the end work product was absolutely to my satisfaction. I would specifically request this team back if I need additional flooring work done. These guys were super. I certainly would/will refer them to friends and family.

This was a great experience. When I called for a free estimate, I set up a time which they lived up to. I talked with Mr. Again and we got everything picked out fantastically. I asked about upgrading the padding but he suggested I stick with the standard pad as it was a great pad and would save me money. He showed me two different samples which I could not distinguish between the two. I agreed to the contract and then set up an appointment for installation. They showed up when they said they would and completed the work fully. I get numerous compliments on the "tile" in my bathroom which actually is not tile. But it looks better and is mold resistant! I had a section which could not be done (due to my remodeling) which forced them to come back out another day. Everyone told me that they wouldn't show up, but they sure did and with a smile on their face. It took 5 minutes to complete the job which I caused.