Reply by Empire Today

Dear Kimberly,
We regret that your experience had a rocky start, but are aware that you were satisfied with your final installation. If you continue to have questions or concerns regarding your floor, please contact us at
Thank you.
Woodmere, New York
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I have laminate flooring installed in August of 2015 started to see spaces between the planks. I called them in February of 2016 and they came out to look at the floor.

They told me it was due to the color being so light that I would always have this problem there were quarter inch Gap between most of the planks. The installer replaced about 5 of them. I called customer service the next day and they told me that if I had any more problems to please contact them. Unfortunately I went into the hospital to have chemotherapy so I haven't been able to contact them again.

The floor has been getting worse I contacted them 2 weeks ago and they sent somebody out last weekend. The installer said it's not my fault it's the floor the floor apparently was discontinued and they no longer make it they had a lot of problems with it. The installer then called his boss who I spoke with and she told me that the floor was discontinued because it contain formaldehyde in it which is not part of their policy they do not like to carry products that contain formaldehyde. Advise me to call customer service the next day and get somebody here to choose a new color and they would install a new floor.

That's all okay accept I'm very annoyed that I was never told that the product was discontinued back in February when they were here because that's what it is discontinued. I set an appointment up for today I had a window up between 5 and 9 I advise them to please call me one hour before they arrive so I can be home. I called this morning to confirm this appointment confirm my address and my phone number and let them know to please call an hour ahead once again I was told the installer was informed. I left work I have gotten no call it is now 9:30 p.m.

and still no call and no show. I called them at approximately 6 o'clock and they were closed. I am beyond aggravated and frustrated I want this floor out of my house considering it does contain formaldehyde whether it's a little bit or a lot it doesn't matter I chose this company because I was very worried with the health issues that I have to make sure that I wasn't getting any products that can be contained formaldehyde. I want a new floor installed immediately and I want to be compensated.

I will be calling them tomorrow this is wrong and poor customer service. I also asked customer service to please mail me the information on the amount of formaldehyde that was in the floor he said he was putting it in the mail that was over a week ago and I still have not received it. If Empire does not do the right thing I will be calling my lawyer and letting them handle it. This is the last time I'll ever use or recommend Empire Carpet to anyone.

The customer service department and Empire Carpet does not stand behind they're so called ads. I am beyond aggravated at this point.

Product or Service Mentioned: Empire Today Laminate Flooring.

Reason of review: Bad quality.

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Dear Ms. Tortorella,

Thank you for bringing your concerns to our attention.

We regret to hear about your experience and assure you that your satisfaction is important to us.

We understand that we have been in contact with you regarding this matter and will continue to follow up until a solution is reached.

Thank you.

to ETCustomerSupport #1226086

As you know I spoke with Angelica from corporate today she informed me that somebody was coming between 6 and 9 tonight and apologize. I got a call at 8:06 tonight stating she could not come he was running behind and would not make it he would call the office in the morning and have them reschedule my appointment for another day.

At this point I do not want anybody coming to my home I want my money back and I will have somebody else with the floor out and put a new one down. I am beyond frustrated annoyed and aggravated. I am sick of leaving work thinking somebody is coming and nobody comes again second night in a row.

I did get the phone call to tell me he wasn't coming but that doesn't solve my problem. I will be calling again tomorrow I did leave a message on Angelica's voicemail tonight.