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Empire carpet - Lousy Install Bad Product
Laminate - Complaint
Review by Consumer on 2012-08-14
Rating: 
LOS ANGELES, CALIFORNIA -- I was first advised I had a 30 year warranty for this cheap flooring against cracks, chips, scrtches and so on. I requested service for the 4th time regardding the scratch resistannt flooring. They wanted to charge me for all new installation then the installer replaces my transition moulding with some faded warped pieces that lifted up about an inch 5 minutes after he left so I called empire back they sent another installer the next day. The new installer pulls the moulsing up even further off the ground thenn tells me he didn't has the supplies to fix it and would be back the next day. After numorous calls and 5 day I got a hold of some one and the sent the first installer who attempted to install the same faded warped product. Never again will I or anyone I know use empire carpet.
Company Response:
We’re disappointed to know of the issues you’ve experienced with your product post-installation and the difficulty that occurred in attempting to complete repairs. We understand your frustration at the situation, and we’d like to speak to you to ensure that everything has been completed. However, we cannot locate your account with the information that you’ve provided here. Please contact us at 888-588-2315 x4195 or customersupport@empiretoday.com, and we will follow back with you. Thank you. Rebekah Clerk, National Customer Service Manager
Comments:
Posted by trmn8r on 2012-08-14:
I'm sorry to say, but this is what I would expect from Empire Today.
Posted by KevinTX on 2012-08-14:
I would disagree trmn8r. We had a very good experience with Emire here in Dallas Texas.. are they the same? They installed wood floors and did a very nice job.
Posted by face it on 2012-08-17:
Empire Today uses Sub-contractors to do there installations (hardwood,carpet,tile,laminate,window treatments) You may get a good one, or you may not. Due to there standards of paying the lowest rates for skilled labor, chances are you will wind up with under skilled labor. In regards to warranty: read the warranty over very carefully. As they state terms such as "wear" "normal conditions" etc. Basically said, in general, warranties (for hard surface materials) do not cover scratches,dings,chips,etc. If the installer made these imperfections that would be a different issue. Most people, from my experience, see "warranty" and do not give it much thought in regards to what is and what is not covered. And the warranties are purposely advertised or presented in such a way as to miss lead the customer to thinking that the warranty is all inclusive.
As Empire has many complaints in regards to service and/or product, the warranty issue is a industry wide standard. In loose terms warranties usually state "under normal conditions we warranty this products finish against signs of wear for (X) years" Water damage, nicks, scratches, dings,etc. are not covered. They are repairable however, but expect to be charged for the material and labor.
In regards to the transition issue, that sounds as if it was installed incorrectly due to lack of knowledge or skill level of the installer. With laminate or floating floors the transitions have been the "weak point" of the industry from there inception. However there are different levels of quality based on who manufactured the product. But experience on what to do and how to do it makes a big difference in the longevity of the product. And the skill level of installers willing to work for Empires ridiculously low rates will almost assuredly grant you with a much lower skill level than most of your local retailers would.
As Empire has many complaints in regards to service and/or product, the warranty issue is a industry wide standard. In loose terms warranties usually state "under normal conditions we warranty this products finish against signs of wear for (X) years" Water damage, nicks, scratches, dings,etc. are not covered. They are repairable however, but expect to be charged for the material and labor.
In regards to the transition issue, that sounds as if it was installed incorrectly due to lack of knowledge or skill level of the installer. With laminate or floating floors the transitions have been the "weak point" of the industry from there inception. However there are different levels of quality based on who manufactured the product. But experience on what to do and how to do it makes a big difference in the longevity of the product. And the skill level of installers willing to work for Empires ridiculously low rates will almost assuredly grant you with a much lower skill level than most of your local retailers would.
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