Empire Today LLC

Beware: This company won't honor their referral program. I purchased LVT & carpeting in my home. I referred my daughter which spent $6,000 and they wouldn't honor the $100 referral that they promised me. I made several attempts to call, was put on hold, with an unacceptable answer of NO. So much for customer service...

We appreciate the customer contacting us regarding their concerns.
 
11pt">The customer requested all new tack-strip and to upgraded the padding. For customer satisfaction, we agreed to these services at no additional cost to the customer. Services were completed on July 14th

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer.  The carpet and laminate were inspected and the inspection revealed no manufacturing or...

installation related defects in the floor.  All concerns were maintenance related. We have offered the customer for customer satisfaction and good a full replacement of each product at a deep discounted cost to the customer. The customer has declined our offer at this time, but has agreed to call us back. The offer has been guaranteed for 30 days. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Complaint: [redacted]
I am rejecting this response because:
Empire Today Flooring company seems to still not understand the full situation and impact of their poor quality and customer service.  I have explained to them several times that at the time of this complaint just one month after installation, 2/3 of the entire carpet and laminate flooring became defective.  They should know this since they sent several people to our house to observe and photograph the products.  The people who came to our house agreed that the carpet was defective and Empire later on agreed that the carpet was defective.  In addition, Empire Today Flooring sent someone to our house to look at the laminate floor that was defective.  Again, the person agreed that the floor was defective and should be replaced.  The scary part is that Empire Today Flooring has no record of this ever occurring.
In general, under most any other circumstance, we would gladly accept a full replacement as Empire offered.  However, due to the following reasons, we would be foolish to welcome another Empire product into our house.  The reasons are simple: The entire upstairs carpet brook down after only one month, Empire lost the records of their representative diagnosing our laminate floor defective, Customer service has taken weeks and often months to return our phone calls, it has taken 10 months and counting for Empire to try to understand our situation, Empire does not accept responsibility they instead blame the manufacturer.
Therefore, based on all the circumstances listed above, we feel accepting a replacement carpet would be foolish since Empire may not stand behind it again.  So, we are trying to simply ask for a 50% refund even though 68% of the purchase is defective.  Empire Today's offer of a 33% refund is not suitable, insulting and is very insensitive to the stress they have put us through.
Please be professional and reconsider a 50% ($2200) refund so we may move on.
Sincerely,
[redacted]

We installed laminate flooring for the customer in September 2015. The customer contacted us about a month later claiming the toilet was not set correctly. Internal inspection found water damage. The bathroom floor was replaced, and the order discounted for customer satisfaction and goodwill  We understand that issue to be wholly resolved; if that is not accurate we would be happy to review further.
 
The customer next contacted us in late March 2016. Inspection found topical moisture damage. Such damage is not covered by warranty and we offered to repair for a nominal cost.
 
Per the customer’s desired outcome/settlement of this complaint, we have offered to review for replacement with tile at a discount. We have left several messages without a return call.

We appreciate the customer contacting us regarding their concerns.
"Arial",sans-serif;">As the customer requested, we have canceled the order and issued a full refund for the deposit payment.
We thank the customer for their feedback and look forward to working with them on future home improvement projects.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The crew that came 11/17 was amazing! The sales rep n crew removing the floor and Mr Sherwin made the resolution a calming experience. Thank you so much!
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/03/26) */
We appreciate the customer contacting us regarding her concerns. We have spoken with the customer and agreed to remove the product and provide a refund in exchange for a signed release. We appreciate the customer's feedback and look...

forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns.
 
0pt;">Service was completed on October 1, 2016. We thank the customer for taking the time to provide feedback on their order.

We appreciate the customer contacting us regarding their concerns.
 
face="Calibri">Service has been completed as agreed, and we have issued a discount due to the inconvenience. We appreciate the customer’s patience while this matter was resolved.

We appreciate the customer contacting us regarding their concerns.  We have spoken to the customer. We have offered to replace the carpet for customer satisfaction and goodwill at a deep discounted cost to the customer. The customer stated they would...

discuss the offer with their spouse. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

We appreciate the customer contacting us regarding their concerns.
"Arial",sans-serif;">The local office spoke with the customer on October 31st and resolved the damage claim, processed to the customer’s credit card used for purchase.
We thank the customer for their feedback regarding their order.

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and informed them all of the material required for their replacement has not arrived.  Replacement will be scheduled at the customer's...

convenience once all required materials have been received. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Thank you for contacting us regarding your concerns.
 
face="Calibri">The local office called and left a voicemail on October 6th regarding the requested discount. We have not yet received a return call.

Revdex.com:
If Empire comes through with what they have stated and can complete this project this would be great, I have had many more instances since the claim I filed and need Empire to commit to what they tell me they are going to do.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Linda [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   However, I strongly feel that Empire Today should look at their business practices, their contractors, their sales staff and Customer Service departments going forward.  What I endured should NEVER happen to another customer.  I strongly urge additional training in screening contractors and training sales staff on what is and what is not appropriate when conducting business.  A refund was the least you could have done.  I still believe The Revdex.com and other consumer affairs organizations should review your business practices and look into further complaints against you.  
Sincerely,
[redacted]

Final Consumer Response /* (450, 5, 2014/05/05) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:

We appreciate the customer contacting us regarding their concerns. We have spoken with the customer; the service was completed and we have come to terms on a monetary accommodation. We appreciate the customer’s feedback and consider this matter...

resolved.

Initial Business Response /* (1000, 5, 2015/10/12) */
We appreciate the customer contacting us regarding her concerns. We regret the delay in the installation and any inconvenience that occurred as a result. The installation was completed on October 11, 2015, and we also offered the customer...

a partial discount for customer satisfaction and goodwill. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am still waiting for a manager to call me. The woman that I spoke to Sunday during install said an upper manager would be calling me on Monday, 10/12. Never received a call, have not received anything in writing reflecting my discount, and when I called [redacted] where my financing is through, they don't show any discount, only the full charge.
This needs to be resolved and Empire Today needs to take responsibility and call me back. When I am quoted 2-4 hours for upper management to handle my complaint and it has now been three days, that is not resolving the issue.
Final Business Response /* (4000, 9, 2015/10/20) */
We have spoken with the customer and advised that the discount has been processed and will be applied to her financing account. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Final Consumer Response /* (2000, 11, 2015/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Glad this issue is resolved. I have not received my first bill, so I am going to assume they got this squared away. I will never do business with this company again, nor will I recommend their services. It is unfortunate that in this day an age, a business still does not understand that a simple I am sorry can go a long way.

We appreciate the customer contacting us regarding their concerns.
 
The local office spoke with the customer on Wednesday, September 7th, and has scheduled repairs for September 13th at the customer’s request.