Empire Today - Page 5

1972, GEORGIA -- Their quality is good but their customer service is BEYOND poor! I got muscled into paying them almost 2,000 upfront and then after 2 trips (both days I lost) they could not complete the job either time because of incompetence (brought the wrong tile). Then to make matters worse the one person in charge of installations "Peggy" told me flippantly she was sorry and she could offer me $50 for my anguish and inconvenience. Even the installers the second time around told me I should demand fair compensation. I wished we had gone to Home Depot. I'm writing a letter to corporate and forwarding this post to all social media outlets!

OHIO -- To say I am disappointed with the overall customer service is an understatement! Nearly a year ago I purchased flooring and installation for 3 rooms. One of the floorings I chose was based on the information I was given, which was that this particular flooring could be installed on the stairs at an additional cost which I agreed to pay. Two days later the floors were installed apart from the stairs as the installers advised that it was not possible to install this flooring on stairs. I called Empire immediately and for a few weeks they tried to resolve the issue, but after that I only heard from them when I reached out to them.

Finally we agreed I would get a refund for the stairs. That was the end of October. Surprise, surprise I then heard nothing, they didn't even respond to my emails. Finally I paid someone to come out to sort my stairs to match my floors. I reached out again to Empire and someone did contact me offering less money than originally agreed. I explained it was less than originally agreed and far less than it had cost me to correct their incompetence. Well guess what I am still waiting for them to get back to me!!! If you want a company that stands by what they say and have exceptional customer service DO NOT USE EMPIRE!

ORLANDO, FLORIDA -- We got a quote from an Empire Orlando Salesman for stone infused vinyl tile that was reasonable. He never said the tile we ordered could be installed without grout. The installers gladly complied because it reduced their labor time not that we saw any of that savings. We talked about thresholds with the salesman and later found from the installers they were not included with our order and had to buy and install them ourselves. The installers left glue and caulk on the flooring and trim that we had to clean. When I could not open a sliding door I found the tiles were blocking its path.

Eventually, Empire came out and fixed this and replaced a defective tile. When I went to install thresholds to the carpeted areas, I found that the carpet backing had been ripped out in some places near the edging so that it is no longer flat and there were places with tile missing so that the concrete floor underneath was exposed. We would have been better off with the aging carpet we had instead of money spent on a project we have to finish and clean up from. Nice people, good product but I cannot recommend the workmanship and the salesman would never call us back once he got our money.

BRONX, NEW YORK -- This job was suppose to take only day. Having my living room, dining room and two bedrooms done. Well this started August 31st and they tore up my floors a total of THREE TIMES and I still have the same problems BUT now they also completely ruined my molding in every room of my house!!

NEVER MIND that my flooring is still flexing and snapping when you walk on it!! The transitions they installed are damaged and were suppose to be replaced but they never did. They tried to say my wood floor was uneven as after the second time so they put CONCRETE on top of my wood flooring, YES SELF LEVELING CONCRETE!!! Which I come to find out on the third visit that was NOT suppose to go directly onto my wood floor. So basically is I ever wanted to redo my wood floors they have now made that IMPOSSIBLE.

Never mind the fact that I could not get anyone to help me and it took hundreds of phone calls, missing days of pay because when they were suppose to show up they didn't. I have actual video, pictures and text messages from people who work there saying that this is terrible and that I should go through my credit card company!! I just want to help others from going through this hell with Empire Today. Please go look at their reviews, they are horrible. I

LOS ANGELES, CALIFORNIA -- I am having issues with a piece of the flooring my installers threw out. My sales person has left the company, and the tech who came out told me it was the companies fault and he would handle it. After calling three times, someone from Customer Service called me back.. and wants me to pay $200 more for their mistake. I told her I would like to speak to a supervisor and she said "thank you, have a nice day and hung up."

Now, I have online support, and other customer serivce trying to call her and she is unresponsive. They will not give me the name of a supervisor to handle this issue.

In fact... here is what was transpired

12:15PM
I do apologize I can only submit a ticket to have someone else from the market contact you back in 1 business day/.

12:16 PM ME
ill wait till you can respond... ill be posting this convo on social media.. so id like to have your direct response to "id like to speak to a LIVE person... please provide me a number to contact someone"

12:20 PMKatherine

I am a live person unfortunately this is all I am able to do. I've contacted the Jasmin, she didn't answer so I left her a voice mail. Since I was not able to get a hold of anyone I then created a ticket and forwarded it on over to the local market as the highest priority to have a supervisor contact you back This is this the ticket number 1-4008033905. Is there anything else that I can help you with?"

NO ONE HAS HELPED ME YET!!!

LAS VEGAS, NEVADA -- Absolute worst experience ever!!! After being quoted a window the installers would be here, I waited over a hour for the flooring to arrive. Common courtesy to call clients and let them know what going on would have been nice. After the install, I discovered that there was a bubble in the flooring and called to have the floor fixed. Not only did they not show up to do the job, on the day of the scheduling, I was unable to reach anyone at the office. Do not use this company, or if you do, make sure to check the installation! I have been waiting now for over a week to get this issue resolved & the problem taken care of. Word to the wise, once the check clears, don't expect to be their top priority!

MANAHAWKIN, NEW JERSEY -- ABSOLUTELY AWFUL! I was supposed to have my bathroom floors replaced on Friday so we pulled out our toilets and I got a phone call Friday morning saying they'd be there in the morning. As of 12:40pm I called because they weren't here yet and when the customer service representative called the installer they said they'd like to reschedule because they got a bigger job. I said I didn't want to reschedule because I had my toilets pulled out and had been waiting around all day. A installation manager, Shane, finally called me back at 4:45pm to apologize and reschedule. He promised we'd be first thing Saturday morning, which I was led to believe was 8am.

At 9:20am when no yet to arrive at my house I called the service center and was told the installers were still loading the truck and would be there in 2 hours. So the 1st appointment is at 11am! The only consolation I was offered for all of this was $65. So 1.5 days waiting without toilets with a 2 year old and oh and yesterday was my birthday. Thanks Empire for ruining my birthday and wasting my time. I'm sorry my job is a small job, but I'm still a customer, but you can sure believe that I won't be again!

FLORIDA -- We are sincerely sorry about the inconvenience and any difficulties you experienced with your Empire experience, and we'd like to make it right. Providing us with your concerns and feedback will help us understand where things went wrong and what we can do to avoid such situations in the future.
In an effort to rectify this situation, we have agreed to the following accommodation:
• In consideration of Three Hundred Thirty Nine Dollars and Fifteen Cents ($339.15), to be paid by Bridget O'Loughlin (“Accommodation”), the undersigned, Bridget O'Loughlin, of 3575 S. Ocean Blvd Apt 211 Palm Beach FL 33480, (“You”) hereby forever release and discharge Empire Today, LLC and its former, present and future parents, subsidiaries and/or affiliates, and its and their managers, members, officers, directors, employees, agents, and representatives (“Empire”), from any and all claims, demands, actions, causes of action, debts, accounts, and accounting, legal or equitable, which You have, might have, or could hereafter have on account of any matter or thing
relating to Purchase Order number(s): JX15039.
• You agree not to initiate, make or publish any untruthful or defamatory statements about Empire, its
goods, personnel, or its services.
• You agree that You do not want Empire to replace or repair the installed product(s) and agree to
keep the installed product(s) "as is" without warranties.
• You and Empire agree that this Accommodation Agreement and its terms will remain confidential
unless otherwise required by law.
Rev. 06/15 HV
333 Northwest Avenue | Northlake, Illinois 60164 Phone (847) 583-3000

FLORIDA -- If you order anything other than the cheap/basic/economy padding, the installers won't put it in. Instead, they put in the cheap padding. I didn't pay attention when they installed, but had to cut back some carpet to install flooring and noted that the padding put it was NOT what I had ordered -- I had the premium spill-proof/pet-proof padding. Then the resolution is that they'll replace the padding, but YOU need to move everything out of the room for the installers to replace... or give you $100-150 refund on the "difference in price" for the padding. Which is BS. I warned my friend about it (whom I had referred to Empire unaware I had been ripped off) and they were doing the SAME THING, except he caught it the day of the install. But the installers were like, "well, this is what the warehouse gave us. We can either install it today or reschedule." My friend was moving in in two days and needed the carpet, so he caved and let them install the crap padding and would then work out something with Corporate. THIS IS A SCAM. Do not buy from Empire unless you only buy the cheap stuff. And stay strong with your conviction of them wronging you. They try to frustrate you until you just give up (like Comcast). Take to the review pages. Take it to their Facebook page, bbb.org. Keep up the good fight

SOUTH SALEM, NEW YORK -- DO NOT BUY FROM THESE PEOPLE. First off, they canceled my estimate twice the last minute. When scheduling the appointment for the third time I asked if they would guarantee the appointment considering I'd switched my schedule around and waited for them only to cancel 2 hours into the time they were supposed to be at my home. The lady told me they could not guarantee the appointment because they were "very busy". All I can do is laugh at that statement, literally makes zero sense. Finally, a very nice gentleman actually showed up to the third apt. and I completed the purchase. Install day is a 12-hour window so I had to take the day off work - they also give no phone call to let me know when they'd arrive, just a knock on my door.

Install day 2 men show up one who speaks absolutely ZERO English and another limited to none. I paid to have my furniture moved in my contract-- the men call their boss and he explains to me that my furniture is heavy and need to go to Home Depot and get slides to move it. They also explain they did not bring enough carpet and can only complete one room today even though they are hired and paid to do the stairs as well.

The men then went to "home deport" and never came back. I called and they picked up and hung up on me... I then called the company and they told me that the workers drove home which was 2 hours away and would not be coming back. They would now like me to reschedule and that's the "best they can do for me". DO NOT USE THESE PEOPLE. THEY ARE A SAD EXCUSE FOR A BUSINESS.