Reply by Empire Today Aug 23, 2010

Ms. Parker, I would like the opportunity to speak with you regarding your experience with the performance of the laminate flooring. As a member of the Customer Service Management Team, I want to be sure that we can work with you on a resolution. I understand that we have already offered to repair your flooring. If there are any issues that arise with the quality of the product or service of the installation, we will work with the customer on identifying the concern and assisting in providing a resolution and potentially hire an outside company to perform an inspection of the flooring. Empire works with leading manufacturers and carries a wide assortment of products and styles to meet the needs of our customers’ lifestyles. All our products are backed by manufacturer product and installation warranties. It is important to following the product care information provided at the time of your installation for laminate flooring in order to properly maintain the floors. It is recommended that you use any reputable laminate floor cleaner, following the manufacturer’s recommended guidelines, and please avoid the use of water. Be sure to remove any wet spills immediately to avoid liquid penetration into the seams of your flooring. If possible, would you be able to contact me at your earliest convenience, I can be reached at customersupport@empiretoday.com or via phone at 888-588-2315, ext. 4195. Rebekah Clerk, National Customer Service Manager
Author's
Atlanta, Georgia
7 comments

We purchased laminate flooring in September 2008. The salesman, Alan Peele, knew that it would be installed in our kitchen and den. He assured us that it was even more user friendly for our purposes than hardwoods would be. $2,451.00 later, we had our new floor. We liked its appearance, though the boards were not laid exactly as had been described. What we did not like was that a year later, the laminate was "bubbly" in places. My first contact (Nov 2009) was Rhonda Coleman, who was slow to return my calls. She did send two people who I thought were to repair the affected boards. It seems they were there to assess the damage and report to Empire, who might or might not pay for this. They were unable to answer any of my questions. As they were leaving, I pointed out that they had further damaged the floor and it looked even worse; they put some blue duct tape along the more noticeable places. After repeated calls to Rhonda, she said it was our fault the floor was bad and that Empire wasn't responsible for moisture damage. When I became upset, another assessor came to view our floor. Eventually Rhonda told me Empire would not stand by the promises made by the salesman.

She referred me to Renatta Odum, who essentially said "tough luck." Ms. Odum said we could pay for another opinion ourselves. She too had no explanation for why Empire would install a kitchen floor that couldn't be damp mopped. She was curt, but I did get the name of the next higher up, Tim Sherwin.

My husband and I both explained we weren't out to profit from this; all we wanted was a simple repair. Tim Sherwin too essentially said "tough", although he did say the floor we had was supposed to be durable and highly resistant to moisture. My husband pointed out that the worst damage was not even in an area exposed to any wetness. He also asked how one can clean a floor or even walk on it without some contact with moisture. He told Mr. Sherwin that we had been very careful and had not abused the floor at all. He asked about the assurances we got before we paid for this fiasco. We got no answer for this and no apology. Mr. Sherwin did send us their report; we have given it to our attorney.

My advice is to avoid Empire at all costs. Whatever you're walking on is better than the poor service we've experienced.

Salesman Alan Peele:314 374 3299

Rhonda Coleman: 770 441 8077

Corporate Renatta Odum (?) 847 583 3000

Regional Tim Sherwin 888 588 2315 ext 7813

Review about: Laminate Floor.

Review #170202 is a subjective opinion of a user.

PRODUCT OR SERVICE Empire Today Flooring
Reason of Review / Monetary Loss Not specified / Not specified
Preferred solution Not specified

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Comments

Devin
Acworth, Georgia, United States #164855

What was the result after going to your attorny...funny enough I am going through the exact same problem and talking to the exact same people.The only difference is that I started having the problem the day after they installed it.

Every one of them has been rude, one even hung up the phone on me after I got upset for him giving me an attitude.

I am going to the BBB to file a report.I was also considering going to a small claims court.

Wendy
#131181

I have a consultation with them tonight regarding flooring but after what I read, I am going to cancel. Home Depot or ABC Flooring here comes my business.

Jay
#128868

I just wanted to thank you for this board i just called empire to schedule a in home consultation i was looking to install about 3400sf of hardwood floors and i would have probably hired them if it wasnt for your comments so i thank you in advance you just saved me a $15,000 mistake.

pamnewton1981
Dehra Dun, Uttarakhand, India #124914

The same problem here. i spent four grand. I cant even get a call back!!!

Business Response
Crosslake, Minnesota, United States #115807

We are currently researching your concerns. We are dedicated to service and satisfaction. A representative from our customer service team will continue to be in contact with you to assist with all your concerns.

truthaboutempire
#114462

The sad thing is, your right Bill. Empire is a big ripoff and people are starting to notice. Hello come to this site before you purchase it's: www.pissedconsumers.com!

Wish we could make a blog and record the positive and the negative. What do you think the results will read 0.o?

Stay clear of empire today, the people within this company are shady which will only lead to a nightmare. Peace & GL all!

Oh and for those who just read this one post, check out my other post and how much negative feedback empire today recieves on a daily basis.

Bill
#113476

I did a search to try and find some good about empire today.I did find some things that were said good about empire today but they look more like they were posted by empire today.

I find more bad things said than I do good.I am sorry for for bashing empire today.But when you find more bad things than you do good , well it has turned me away from using them.

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