Reply by Empire Today Mar 06

Dear Mark,
We are disappointed that your overall experience wasn't a great one, but understand that we have since completed your project. For future concerns please refer to customersupport@empiretoday.com.
Thank you.
Author's
Surprise, Arizona
2 comments

I just had Empire do some work for me, for the first time, and I though you might be interested in knowing why I am so unhappy and could never in good conscious refer you to any of my family or friends.

My wife and I have used Express flooring on 4 previous projects with good success, no issues, no problem. Projects started on time and finished on time. When it came time to install hardware flooring on our stairway and upstairs hall and carpet three bedrooms including the master bedroom we thought we would get Empire involved for some comparison pricing, because it was a good sized job. Empire provided us with a good quote, very competitive and the Empire Sales Rep matched Express Flooring’s price plus $100.00. We decided to select Empire, we were happy with the rep and he assured us, of course, that we would be happy.

Our hardware install date was Tuesday the 24th and was scheduled for two days. Here is a bulleted description of events:

The crew was scheduled for between 8 and 10AM, they didn’t show until noon, they worked until 5PM

The second day they finished the hallway upstairs only.

They had to come back a third day to install the stairs

They showed up late, took a lot of breaks including long phone calls

We had to move the carpet install from Thursday the 26th to Friday the 27th because the hardwood wasn’t complete

This was going to make our departure to Vegas a tight one

At 5PM on Thursday the 26th the hardwood floor installers said they were going to come back on Friday to finish

I objected and told them I wanted them to stay and finish and clean up

They left at 8:30PM. My wife and I did about 2 hours of clean up, including all the debris outside so we could get them out.

On Friday morning I got a call from the installation department saying that ‘there was an issue and they would not be able to carpet on Friday’. There went the Vegas trip.

I called the - the Sales Manager in the office and complained, telling him that our trip to Vegas was now ruined. (He was at the lake for an extended weekend - glad he could do that).

He assured me that he would have an installer at our home first thing Saturday morning to do the carpet.

The carpet installer didn’t show up until 12:30PM. The office forgot or did not schedule properly, because they called an installer who had the day off, and at the last minute scheduled him to do this project.

He left at 9PM without finishing the project.

Apparently they did not given him enough carpet for the master closet.

We were to have an installer out Tuesday to finish, but they informed us that it would now be Wednesday before the truck would be available with the balance of the carpet.

They scheduled us for Wednesday (today June 1) for between 8 and 10PM, the installer showed up at 1:30PM

So a 3 day job took up 8 days of our time

The job is now complete. On Tuesday I called the office General Manager and asked him if he was aware of the poor service and why I would be unhappy. He was not, and after I explained he assured me that they would have the installer at the home to finish on Wednesday morning (today) and that he would call me at 1PM to see how the final part of the install went and talk to me about some reimbursement because ‘I shouldn’t have had to do clean up work’. wow!

The GM did not call, and I never received any reimbursement.

My wife and I are kicking ourselves for not selecting Express. Working with Empire has been a nightmare so I’m sure you will understand I would never use Empire again and why I will share my experience on social media, so that others might take a hard second look.

Review about: Carpet And Hardwood Flooring.

Review #858772 is a subjective opinion of a user.

1.8
Service Scheduling
Reliability
Price Affordability
Advertised vs Delivered
Discounts and Special Offers
Value for money
Product or Service Quality
Staff
Customer service
Exchange, Refund and Cancellation Policy
Website
Turnaround Time
Diversity of Products or Services
Reason of Review / Monetary Loss Problem with delivery / Not specified
Preferred solution Let the company propose a solution

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Comments

ETCustomerSupport
#1168013

Dear Empire Customer,

Thank you for bringing this matter to our attention.We are disappointed to hear about your installation experience and sincerely apologize for the inconvenienced.

We take your concerns seriously and will like to follow up with you regarding this issue.

Unfortunately, we are unable to verify your account information.Please contact us at customersupport@empiretoday.com for assistance.

Thank you

-Empire Customer Support

Anonymous
to ETCustomerSupport #1168062

Job numbers 029TAAI622 and 029TAAI622.I also sent Mike Nadali, your VP of Sales and Operations an email detailing the issues.

No response.You should be able to validate now.

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