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empire today Complaint - Overpriced and Poor Products - laminate flooring
empire today Complaint

empire today Complaint


Overpriced and Poor Products - laminate flooring

We had empire install laminate flooring last year. The sales person was very convincing that we were getting a great deal and would be happy for life. He said the product was the best on the market, and has a lifetime guarantee. We paid $10,000 for 900 sqft. installed. This was with their buy a room get the rest for free deal. 9 months after the product was installed we noticed a few seems getting larger, and then the boards began to pop up. When you stepped on the ends of the planks they would move up and down and it was not uncommon to get your foot or sock pinched. We contacted Empire, and they sent an inspector out and he agreed it was not right and blamed the installer. We then had a guy out to repair the flooring. (Note: we have to unload china cabinets and wine cabinets and unplug everything prior to the repair, not an easy process). The repair guy showed up, and did a terrible repair job and left glue all over our floor. We called to have this addressed, and they sent out the same inspector, who again agreed it was not right and scheduled another repair which resulted in another cabinet unload and moving by us. This time the crew to repair the floors called an hour after they were due to let us know they would not be able to make it. So they scheduled another appointment. In the mean time all of the boards began to pop, and the repair which originally involved a quarter of the floor now involved the entire floor. My wife contacted customer service, and a nice man agreed that we should look at changing the floor to a glue down hardwood floor and he sent another salesman to the house to discuss our options. He arrived on time, and brought with him some nice samples. He told us to pick out what we would like, and that he was not allowed to discuss price because we were getting an unheard of deal. A week later we received a call from the representative my wife spoke with and he was happy to report that he could give us the selected product for $4500 more, and said the product we chose was $16/sqft installed. The rep said the glue alone was $1450 and they needed to add 10% for overage. We are now done with empire. We have found a local company that has the same product for $9.98/sqft installed, however we are going with a better product they have for $6.98/sqft installed. We should have never let empire in our door. Their prices are too high, and the quality is very low. I know we are paying more that $4500 for the new product, but I think it is worth it to end our relationship with Empire. I would advise all to steer clear of Empire. They are all about the dollar, and give you the run around until you go somewhere else.

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Business says: (5 years ago)
Kelly, we understand your frustration at this situation, and we always want our customers to be satisfied with the work that is done in their homes. It’s our understanding that we’ve been working with you to attempt to reach a resolution. We regret that you are not yet satisfied, and we would like to follow up with you to discuss the situation in more detail. You can also reach us at 888-588-2315 x4195 or customersupport@empiretoday.com. Thank you. Jeanette Ramey, National Customer Service Manager

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