Reply by Empire Today

Dear Teresa,
We apologize for the initial experience that you received, and are happy to hear that your concerns were addressed and resolved. For future questions or concerns please contact us at customersupport@empiretoday.com.
Thank you.
Author's
Las Vegas, Nevada
4 comments

I am completely fed up with this company and the flapping of lips. We paid over $7,000 for complete home flooring and install a month ago and are still dealing with issues.

Our salesman was great! He spent time with us, being thorough and courteous. We requested two different Saturday's for installs so that we had time to move things. On November 29th we had the carpet replaced upstairs.

Everything went smooth. The installer was very nice, easy to understand, on time and completed the job in the amount of time he stated. I was extremely happy with the product and the process, which left me excited about the following weekend to do the downstairs. Well that has been a nightmare to say the least!

The people that showed up the following Saturday to do laminate and vinyl were less than professional. They were late, hard to understand, one spoke minimal English the other not at all. The one that spoke no English was left at my house alone to install the laminate, which was installed wrong and had to take it back out and put in correctly. It took 12 hours to install just the laminate in the living and dining rooms and they still are not finished.

The kitchen was another nightmare. They wanted to install the vinyl over the top of the linoleum that was 20 plus years old and kept trying to talk me into it...my husband and I spent over 4 hours helping them remove the old stuff cause we were not going to let them ruin our new flooring. They showed up the next day and needed our help to lay the new vinyl because there were only two of them. The guy kept telling us it would be about 3 hourr, but it turned into an 8 hour job.

He left seams visible and refused to do the finish work. I called empire who came out two days later to inspect who agreed that it was not acceptable work and that they would get someone out to finish the job as soon as possible...that turned out to be the following Saturday (not as soon as possible), but the seam was fixed but not the rest of the finish work. To top it off the guys from the laminate install showed up at my front door looking for payment. Another phone call and again another appointment for the finish work.

What a joke, the guy was 45 minutes late, was only informed about putting in a transition and did not have equipment to do the job. Long story short he didn't do anything, didn't bother to show up the next day, but called Saturday morning to inform me that they were set to come to my house...no your not! Another phone call to complain and another appointment set for the 27th. So here I sit waiting for the company to come out to finish the job...there are several hours of finish work to be done and I don't have much faith at the moment.

If you ask me for a reference after the carpet I would have said yes definitely, but after the last three weeks, I wouldn't give a reference to my worst enemy.

No one should have to go through what we are having to deal with...oh ya they are suppose to give us $450.00 credit but after this that is clearly not enough...we have bent over backwards, moving appliances, scraping floors, sitting and waiting several days for someone to show. The floors are beautiful, but would look way better if they were finished.

Review about: Empire Today Flooring.

Reason of review: All of the issues we have dealt with, poor craftsmanship by the installer, hours wasted waiting for someone to show up and then refusing to work. This is not the way to treat customers. We have bent over backwards to ensure a smooth install..

Monetary Loss: $1000.

Preferred solution: Price reduction.

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ETCustomerSupport
#923043

Thank you for bringing this to our attention. We have read your review, and your installation experience is not at all what we expect for our customers.

We regret that your concerns with the installation have not yet been addressed, and we would like to know more about what happened and ensure that your installation gets completed to your satisfaction. We will be contacting you shortly to discuss the situation, and you can also reach us at 888-588-2315 x4195 or customersupport@empiretoday.com.

Thank you. Jeanette Ramey, National Customer Service Manager

Anonymous
to ETCustomerSupport Las Vegas, Nevada, United States #941419

All issues have been resolved as of yesterday.

Anonymous
to Teresa W #949354

How were the issues resolved...dont leave us hanging like this.

charlizegrl
to mi Las Vegas, Nevada, United States #949368

The kitchen floor was replaced by a reputable subcontractor. It looks so beautiful.

It took us over two months to get the floor in and I am so happy with it. I can't say that would jump with a recommendation for this company, but I wouldn't say stay away. Just be aware that you could have issues and if so be persistent. This was our floor that we paid for and would have to live with for many many years to come.

We could have taken a credit but we still had to look at it. Very satisfied!

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