Empire Today

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Category: Services

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Empire Today Reviews

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biglos July 21, 2011
Late delivery
On July 2, we ordered carpet (salesman Marty). We were to have the carpet installed after the holiday. It was scheduled for the following Wed. We then received a call asking us to move the installation to Fri for a discount of $50. We agreed. We are not naive -- we know Empire is expensive, but we *thought* we were buying convenience. We couldn't have been more wrong. On Fri, we received an afternoon call. Installers would be arriving at 8:30 pm to do our stairs and hallway. I objected, as their advertised hours end at 6, and we are parents of young children. The woman on the phone told me that a manager would have to approve a reschedule -- the same hard sell as the initial sale. I should have cancelled then, but they had our money. I called corporate, who informed me that the customer can refuse such a late installation, no manager necessary. We scheduled for Monday -- first thing! we were promised, since we'd already been twice delayed -- and Sat wouldn't work since we were celebrating the return of a serviceman family member. On Monday, no call, so we called Empire. There was supposedly no note that we were to be first, only that we had "refused" service on Sat, and installers would be coming "shortly." I should have cancelled then. After many, many more rounds of phone calls, we were told that installers would be here "second", and we were given another discount ($150) for our trouble (assuming the charge-back has been completed). Installers arrived at 5:30, with our carpet in the back of a U-Haul. Another point at which I should have refused. As they worked into the night, I asked if they received overtime. They did not, but were just "happy to have work." (From now on I insist on knowing how employees are paid if I am to work with a business). Corporate did not return our calls regarding the late hour, which they had promised would be avoided. They finished after 10 pm. I signed the completion paperwork around 10:30 pm. At that time it looked . . . done, and that was a relief. On Tuesday Ms.Snell called in response to our online complaint, and added another $100 discount for our continued frustration into the evening on Monday. At that point I wouldn't have recommended Empire -- it was expensive and inconvenient, and the work was not terrific -- but it was over . . . Until I sat down today to take off shoes tonight, and discovered that, six days after installation, there is a hole on the rise of one of the steps. I know BBB works for companies rather than customers, but I have submitted a complaint to the Illinois office nonetheless in the hopes that my voice will be heard. I have lost all confidence in Empire's ability to resolve this issue in a timely and competent manner, and will only be satisfied by refund. Too much of my valuable time has been wasted already.
Nadalet June 17, 2011
I had a terrible experience this past month with Empire's Window Treatment division
I had a terrible experience this past month with Empire's Window Treatment division. I needed to replace broken vertical blinds that came with my home when I purchased 7 years ago. I really didn't have the money but it became a necessity. I decided on Roman Shades. Since there are no good pictures on Empire's site, I checked others to make sure they are what I wanted. Unlike when I purchased carpet and flooring, the salesperson DID NOT have a sample. What he had was a book with pictures. The picture showed a white roman shade set inside white moulding on a white wall. I didn't want white, so there were pieces of colored fabric in the book as well. From this small sample I chose the moss green. When the installer came to measure, I told him I wanted the shade inside the moulding. He told me I wouldn't like it like that - and to believe him because he has been doing this for 20 years - and measured from the outside corners of my moulding. What no one told me and what I could not see because there are no samples and no picture of a roman shade in a color other than white, is that the metal housing at the top of the shade is white - it does not match the shade fabric. If you look at roman shades at other websites as I had done, they all have the housing in the same fabric as the shade. I have a deep colored wall and green fabric that goes from corner to corner covering my moulding AND AN INDUSTRIAL WHITE METAL STRIP ACROSS THE TOP. I am extremely unhappy and have spoken to many people including Maggie in customer service, Helen Brown in the 'complaint resolution' dept, and Tim Sherwin from 'the office of the president.' I got the same answer from all of them. TOO BAD - YOU BOUGHT THEM. I challenged them, especially the guy from the president's office, so show me where I would have known I was getting a white metal housing with a green shade and he said 'I don't know that you would.' The are hideous and no one was wiling to help. I asked for my money back - no way. I asked for a different blind (one that comes with a valance of sorts) - no way. I asked them to just resize what I have so they sit inside the moulding the way that I had originally asked the measurer - I figured if there was white all around the shade I the housing would blend in - AGAIN: NO WAY. I asked to speak to the president and was told NO. Tim Sherwin told me they are a privately held company and he did not have to provide that information. I asked to speak to his boss and he said NO. The worst part of the whole experience - beside the 1000.00 dollars I spent on horrible blinds - is the lack of concern or understanding on Maggie, Helen, and Tim's part. They all said the same thing - EXACTLY THE SAME THING - it was obvious there is a script and no matter what I said or how upset I became (truly - like most people I do not have 1000 dollars to throw away) they all said the same words. This was the worst service I have ever received and the worst major purchase I have ever made. Obviously I will never again purchase from Empire Today.
callyfe June 2, 2011
Unhappy with Customer Service
Salesman Sal was great, very pleasant and easy going.

Installers were also very pleaseant however I was not satisfied with the quality of work done.

1. Not enough grout was used on the ceramic tile that was installed in my kitchen, adhesive in some spots are visible. Also in some spots there were apparently air pockets made when applying.. now that it's dried there are small holes visible. The 1/4 round molding used in front of the slider door was not installed properly, the nails used apparently struck either the tile or frame of the door so they bent from underneath, they were not flush to the surface leaving the heads of these nails exposed by 1/2 inch. Ouch!! my husband and I removed it!! Had to file down the grout in the corners so that we could eventually get the baseboards to lay properly.

2. The carpet installed in the basement and spare bedroom could have been pulled tighter... yes the installation team left me the tech service bulletin (carpet seams), however I'm sure that this is a different issue. I have had many a carpet installed and have had no previous problems with seams or stretching in the past.

3. The laminate flooring installed in the basement (Den). When it was first installed they left with masking tape holding down the carpet strip while the glue was adhereing/drying. the following day when the gentleman was removing it was noticed it didn't take very well. He left and returned with "liquid nails" appears to have done the job, however if the strip is suppose to be "flush" with the flow, then his efforts were not very successful.

Products are beautiful and I'm very satisfied with them. However, I am not at all satisfied with the quality of workmanship or Customer Support.

Upon entering into my agreement with Empire Today the job was scheduled within 2 weeks which was sufficient. They refused to do any work until they physically "saw" the money order! what was up with that I'll never know, but was very inconvenient and morally wrong, doesn't provide the homeowner any leverage for when they are dis-satisfied. Yes, I would have held back the final payment on this job!

These guys worked during the evenings... not good, last think I wanted to do was be on call for them during my office hours only to find out they would be working from 7-9 p.m. I believe had they not been so rushed to get the job done (total installation approx 6 hours over a two day period) the quality of workmanship would have been much better.

I contacted my sales rep Sal as soon as possible upon cleaning the tile floor as instructed only to notice the problem described above, then we proceeded to give all the rooms a visual and noticed the other issue also noted above. I didn't get a return call from Sal within a 24hr period. We left him another unsatisfied voice mail message and also placed a call with the installation office. We're now told to expect a call within 1-3 business days. Huh!... funny Empire staff wanted their money within the hour to do the job and yet can't be bothered with a prompt follow up call to address my issues! I've been without the use of stove and refrigerator for over a week now.. again not good! I have children and it gets expensive real fast to having to "go out to dinner" every night.
Lisa May 29, 2011
Tim Sherwin Horrible Service
I had a terrible experience this past month with Empire's Window Treatment division. I needed to replace broken vertical blinds that came with my home when I purchased 7 years ago. I really didn't have the money but it became a necessity. I decided on Roman Shades. Since there are no good pictures on Empire's site, I checked others to make sure they are what I wanted. Unlike when I purchased carpet and flooring, the salesperson DID NOT have a sample. What he had was a book with pictures. The picture showed a white roman shade set inside white moulding on a white wall. I didn't want white, so there were pieces of colored fabric in the book as well. From this small sample I chose the moss green. When the installer came to measure, I told him I wanted the shade inside the moulding. He told me I wouldn't like it like that - and to believe him because he has been doing this for 20 years - and measured from the outside corners of my moulding. What no one told me and what I could not see because there are no samples and no picture of a roman shade in a color other than white, is that the metal housing at the top of the shade is white - it does not match the shade fabric. If you look at roman shades at other websites as I had done, they all have the housing in the same fabric as the shade. I have a deep colored wall and green fabric that goes from corner to corner covering my moulding AND AN INDUSTRIAL WHITE METAL STRIP ACROSS THE TOP. I am extremely unhappy and have spoken to many people including Maggie in customer service, Helen Brown in the 'complaint resolution' dept, and Tim Sherwin from 'the office of the president.' I got the same answer from all of them. TOO BAD - YOU BOUGHT THEM. I challenged them, especially the guy from the president's office, so show me where I would have known I was getting a white metal housing with a green shade and he said 'I don't know that you would.' The are hideous and no one was wiling to help. I asked for my money back - no way. I asked for a different blind (one that comes with a valance of sorts) - no way. I asked them to just resize what I have so they sit inside the moulding the way that I had originally asked the measurer - I figured if there was white all around the shade I the housing would blend in - AGAIN: NO WAY. I asked to speak to the president and was told NO. Tim Sherwin told me they are a privately held company and he did not have to provide that information. I asked to speak to his boss and he said NO. The worst part of the whole experience - beside the 1000.00 dollars I spent on horrible blinds - is the lack of concern or understanding on Maggie, Helen, and Tim's part. They all said the same thing - EXACTLY THE SAME THING - it was obvious there is a script and no matter what I said or how upset I became (truly - like most people I do not have 1000 dollars to throw away) they all said the same words. This was the worst service I have ever received and the worst major purchase I have ever made. Obviously I will never again purchase from Empire Today.
ScrewedByEmpire April 30, 2011
Bait and Switch
Watch out for swapping face weights! I went to Home Depot, found a Mohawk carpet sample I liked and received a price quote of 1250 installed but did not want to wait the 2-3 weeks for installation. - Called Empire, a salesman came out and showed me a carpet sample much like that of Home Depots. He quoted 1450 (with their 60% off sale) and I told him if he could get me somewhere near 1250, it'd be a deal. He made some phone calls, which I know is b/s, and said 1250 is a deal. The carpeting I had choosen was really heavy and thick. My late father owned a flooring company for years so I'm familiar with quality and face weights. I'd probably say it was a 75 or so. You could leave an imprint with your finger tips. Installers showed up today - 4 weeks later cause I couldn't take off work for the appointment... Carpet was almost a shag! I immediately called Empire who sent the sales rep. He pulled out the sample and said "Look the same to me?" I asked the installer what he thought and he even said "nah, it's a different carpet, not as thick." He then offered me 200 off to which I declined and asked to cancel the order. Order is canceled, and though I have a room without flooring for probably another few weeks, I am happy... I asked the installer if this happens often, and he said "people always say it feels different." My guess is probably because people don't understand face weights or aren't familiar with carpeting... Familiarize yourselves! Empire will screw you!
dwhindman April 20, 2011
Quality
Had carpet in less than a year and it was buckling in all rooms. Called in to have them re-stretch, now less than 1.5 years since the restretch it is bucking again and they will not stand behind the warranty.
Empire Ripoff Today March 16, 2011
customer service
This company does not communicate with it's customers, doesn't show up for appointments and good luck getting your deposit back. These guys are crooks. Don't use them, you will be sorry.
Jake Hallaway March 2, 2011
Worst experience of my life
Please do not even consider letting these people into your home. We just had them estimate the cost of redoing the carpet and the bathrooms+kitchen floor and on top of their price being extremely high, they were trying to scam us and sell us very cheap carpet and flooring telling us it's very good quality. We actually had two people coming to do the estimate, 2 days apart and the difference in price was about $5.000...unbelievable I know...Please keep them away from you.
NAIOWEU February 16, 2011
Hard Nose Sale
On my way out from shopping at BJ's Wholesale I stopped at a booth advertising free estimates on carpet and hardwood flooring. Told them I wanted a quote only and they said okay. Yesterday a guy came over and I told him right off the bat that I was not making a commitment. He showed me 3 different carpet samples - high, medium and low priced and quality. They were PET Polyester and told me it was better than Nylon carpet. He started out at $10K for a 3 level townhouse and then when I budged he said "Did you get any coupons from BJ's?" I said Yes and he knocked it down more. Then he asked "Can you have it installed on a Tues Wed or Thurs?" I said Yes and down some more. Then he said "Let me call my manager" - came back and said the colors I wanted were in overstock so he could knock it down more. Final price - $3500 for the whole house. I felt pressured to take this deal and signed the paperwork. When he left I went online and saw that Polyester carpet was CRAP and read the complaints about Empire's work. Two hours later I cancelled my purchase. I felt like I was hardballed into making a commitment IMMEDIATELY and not having a chance to compare prices or to compare carpet from other places. Will never deal with Empire again or have any other type of salesperson come to my house. From now on, I will go to businesses and take control over what I want and what I'm willing to pay. Be careful consumers - don't do what I did.

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