Reply by Empire Today Mar 06

Dear Charles,
We've read your review, and we're disappointed at the issues that occurred with your installation. If your concerns remain unanswered we'd like to help make things right for you. Please contact us customersupport@empiretoday.com with your questions.
Thank you.
Author's
Painesville, Ohio
2 comments

March 14 Had salesman, Mike, from Empire Today arrive and measure a bedroom that we wanted laminate flooring installed. He measured and we ordered the flooring and matching baseboards, oak colored. Had the job set for Sat.the 19th.Sat the install crew arrived, two Hispanics who could not speak English. They put the flooring down up to the old brown baseboards and then started to put quarterround up to the old baseboard. We stopped them and told them they were to replace the baseboard with new, matching boards. They shook their heads, picked up and left.The salesman then got us in touch with the installation coordinator, Tom. He advised that there had been a mistake on the order and that the install crew would return on Tues. the 22nd. with the baseboard.

Tuesday arrived and the crew never showed up, no phone calls. We called Mike and then Tom who advised us that they were waiting for a particular strip for the closet sliding doors. They ordered the strip and Tom advised they would be out on Thursday the 25th. On Thursday we waited all morning and no show. We contacted Tom again and he advised that he had wrote down Thu. the 25th and in reality the 25th was Friday. He advised the crew would be here FridayFriday arrived and one installer from the original crew arrived to install the baseboard. He brought in a white plastic baseboard. We told him that we had ordered the matching oak baseboard. He became frustrated and left. Got ahold of Mike and Tom again. Told them of the white baseboard and was told by Tom that the white was the only baseboard that empire had. I questioned his truthfulness and his competency. Tom told me to "take it or leave it". I told both Tom and Mike I was contacting my attorney. A short while later the saleman Mike called and said that they had a deal for me. They were going to reimburse my account a whopping $120.00 and If I went to the Home Depot and bought the baseboard myself they would have an installer out on Monday the 28th. I did just that and bought matching baseboard.Monday,3/28, A different installer arrived and looked at the baseboard I had bought from Lowes. He advised that it was junk and wanted me to return the baseboard for a heavier unstained wood, stain the wood myself and then they would return and put it down. This installed also advised me that he knew for sure that empire had the proper baseboard and wondered why they would not send it out. He called Tom and was told that the oak colored baseboard and been discontinued. By this time I was so frustrated and pissed off that I told him to put the base that I had bought down I wanted to be done with this terrible company. I will definitely tell all my friends, family and all on my social media to never deal with Empire Today

Review about: Empire Today Laminate Floor Installation.

I didn't like: Way the installation went and the end product, Lack of integrity.

Review #818549 is a subjective opinion of a user.

1.4
Diversity of Products or Services
Discounts and Special Offers
Website
Turnaround Time
Reliability
Staff
Exchange, Refund and Cancellation Policy
Customer service
PRODUCT OR SERVICE Empire Today Flooring
Reason of Review / Monetary Loss Poor customer service and delivery issue / $800
Preferred solution Price reduction

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Comments

mhbv
Andover, New Jersey, United States #1137723

Very similar issues - it is incredible how it doesn't matter where in the country you are located - Empire hires people that either don't speak English or are told to pretend they do not speak English to avoid customer questions.We are waiting 1 month for resolution on bad flooring installation, laminate not the quality requested or promised, the floor is like a trampoline, we too got a quarter round that we did not request and it was installed over our heating vents!

The flooring installation manager came out to look and told us the installation was fine - that the flooring guys do not fix subfloors - our salesman told us that if the subfloor had to be fixed prior to installation there may be an additional charge but implied that the floor guys would do what was needed prior to installing the floor. Manager says they don't fix subfloors? They just put flooring down regardless? Who operates like this?

Everything about our transaction was bad - additionally, we were rushed through without realizing - signed contract and next day early morning guys showed up to install. Realized later instead of being charged the 50% off flooring & installation as shown on TV - we were actually charged 4X the cost vs. other large retailers at full price! - The installers - one spoke no English - the other with minimal - could not understand either and seemed they could not understand us.

Hope you can get your issues resolved - we are still waiting and are considering...

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ETCustomerSupport
#1135837

Thank you for bringing your concerns to our attention.We've read your review, and we're disappointed at the issues that occurred with your installation.

We'd like to help make things right for you, but we are unable locate your account with the information posted here.

Please send your contact information to customersupport@empiretoday.com so that we can follow up with you.Thank you.

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