Reply by Empire Today

I've read your comments and recent post; I would like the opportunity to speak with you regarding your concerns with the laminate. At your convenience, please contact me at customersupport@empiretoday.com or via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager. As a member of the Customer Service Management Team, it is important for me to assist in understanding your concerns and but also work with you on a resolution. Empire works with leading manufacturers and carries a wide assortment of products and styles to meet the needs of our customers' lifestyles in all the markets we service. We will work with each customer during their in-home appointment to select the right products to meet their needs. All our products are backed by manufacturer product and installation warranties. 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.
Author's
Blaine, Minnesota
2 comments

Two years ago Empire Today installed laminate flooring in my home's entry hallway, dining room and kitchen areas. Total cost was $4,000. After the floor was installed I told the installers that I was not satisfied with the way they had installed the molding. They had to work around stairs and a step down living room, so instead of mitering the corners of the bullnose molding and another floor molding they simply squared them off where the two met, so one portion is higher than the other and you can see the end of the unfinished molding. Their response was, "if you don't like it go buy real wood and do it yourself."

Since then I have been dealing with this company to come back out and fix the floor. They sent out one guy who looked at the floor and said there was nothing he could do but if I wanted it to look nice I should buy real wood, instead of this particle board and he'd be willing to come back out and install it for me. What does that say about their product???

Now the moldings have started to pull away from the wall and the floor jam between my bathroom and the entry can be completely lifted up. I step on nails because they are coming out of the jam.

Once again I called and this time they sent out an independent inspector who took photos of the problems. Empire Today then called me about 2 weeks later to schedule an appointment to have the problems fixed. The day of the appointment I took a day off of work to be here and when the installed called and said his name was Roger, I immediately recognized his voice and pulled my original paperwork to see it was the same guy who installed it the first time. I called the office and told them I did not want him back out here as he was the one who botched the job the first time and insulted me with his rude comments. They cancelled the appointment and rescheduled it for the following day with someone else.

The next day, a new installer by the name of Dave shows up with 2 new samples of moldings both of which were too light for my floor. He said he would have the office call me to reschedule and he'd bring out darker molding. It has been 2 weeks since that appointment and no one has contacted me. So I sent them an email and two different people have called to discuss my problem but when I call them back they are not available and do not return my phone messages.

I am going to keep on trying until they are forced to remedy this sitation, but I also intend on writing the BBB and the company president to let him/her know about their customer service or lack there of and the quality of their product and reliability is a total misconception and false advertisement. I can barely stand it when I see their commercial comes on the television.

Review about: Empire Today Flooring.

Monetary Loss: $4.

Had an Experience with Empire Today?

Write a review

Comments

Anonymous
#154081

Update: Empire Today finally did come out and replace all the floor moldings, however today they are all pulling away from the wall again and 2 smaller pieces were never nailed down at all. Good Job Empire Today! Some day I plan on ripping all this *** out of my home and replacing it with something that wears and looks better.

Anonymous
#63840

"They sent out one guy who looked at the floor and said there was nothing he could do but if I wanted it to look nice I should buy real wood, instead of this particle board and he'd be willing to come back out and install it for me.What does that say about their product???"

The guy is right actually.

It's not "their" product in particular. Laminate flooring IS particle board.

I don't work for Empire but I've worked in flooring warehouses that sell it and basically laminate flooring is what it is: fake wood.Maybe you did have an issue with the installation but don't blame it on a product that you picked out.

comments