Empire Today, LLC

The refund has already been processed and we sent the customer an email confirming.

We appreciate the customer contacting us regarding her concerns. We regret the delay in completing the installation and any inconvenience that occurred as a result. The installation has now been completed, and the customer is satisfied. We appreciate the customer's feedback.

We appreciate the customer contacting us regarding their concerns. Service was completed on Thursday, October 5th. We thank the customer for their feedback.

Complaint: [redacted]
I am rejecting this response because:I was notified by the company that they would be submitting a claim on my behalf with the manufacturer.  I believe this is the appropriate response.  
Sincerely,
Kimberly [redacted]

Initial Business Response /* (1000, 15, 2015/07/24) */
We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and offered to replace his quarter rounds with primed white quarter rounds or prefinished quarter rounds. The customer did not like either option...

and requested raw wood quarter rounds, which we do not carry and were not part of the contract. The customer agreed to purchase the raw wood quarter rounds himself, and we will reimburse him for the cost and install them. The customer accepted this offer, but advised that he will not be ready for the service for several weeks, as he will be out of town. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (3000, 21, 2015/08/07) */
Empire Today contacted me while I was on vacation, I was told by them that they would replace the crown molding that they installed in my home that was not what was suppose to be installed. I was told if I go buy the crown molding that they were suppose to install to start with that they would reemburse me for the molding. I bought the molding this passed monday, I was called by empire this passed monday while I was at work, I told them to call me back because I was very busy and couldnt talk. I waited for them to call back all day monday and got no call. I tried calling them to let them know I had the molding. I call for the next two days and left messages after messages, I got no responce from them. Finally late wednesday I got them to call me back after repeated attemps to contact them. I was told they would be at my house thursday between 8 am and 12. I had to take off work so someone would be here when they came. Not only did they not show up they never called me to let me know they wasnt coming. I tried to call empire here in georgia and got no where, I call another number for empire 4 times and each time I was told someone would call me back, that has of yet to happen.I lost over $300.00 dollors because I had to take off work, plus the $62.00 for the material I had to buy, that they said they would install today. If there sales rep had told the truth about the crown molding to start with, maybe none of this would have happen, if there customer service rep had told the truth I wouldnt be having to file another complaint with the Revdex.com again, They cant even get anyone at the[redacted] Empire location to answer a phone. If this is the way Empire Today does business I dont recommend anyone doing business with them. I want my floor fixed and I want my money reimbursed to me asap. I didnt even tell in the first complaint about the sales rep telling me the floor wouldnt show shoe or feet prints on the floor after you walk on it, but it does it shows everything, you have to mop it every day if you want it looking like it should
Final Business Response /* (4000, 23, 2015/08/12) */
We regret the missed appointment and any inconvenience that occurred as a result. We have been in contact with the customer, and the repairs were completed on August 7, 2015. We appreciate the customer's feedback and look forward to amicably resolving this matter.

The local office reached out to the customer by email regarding their request for repairs.

We appreciate the customer contacting us regarding their concerns.  We have spoken with the customer and extended an accommodation offer. The customer they would consider our offer and contact us. We appreciate the customer’s feedback and look forward to amicably resolving this matter.

Complaint: [redacted]
I am rejecting this response...

because:  they have no idea of customer service.  I had these floors installed in November and they didn't finish the job correctly.  Came out several times and didn't fix it.  Didn't even order the correct materials to finish the job.  Actually received a phone call from Empire on Monday offering me a discount on my next job with them.  Asked them why I would ever hire them again or recommend them?????????
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:when the person came out and just did a moisture reading it was only 18. You say your limit is 14 so I would not call that excessive by any stretch of the imagination. Your tiles should have stuck when they were glued down. Take responsibility for your sub contracted installation people and treat your customers better than you have treated me. At the rate you people keep blaming me we will never reach an agreement. 
Sincerely,
Deborah [redacted]

We appreciate the customer contacting us regarding his concerns. We have spoken with the customer, and based on the results of the inspection, we have offered a replacement. The product will be delivered to the customer's home on September 24, 2015, and the replacement is scheduled for September 28,...

2015. We appreciate the customer's feedback and look forward to amicably resolving this matter.

Warranty information is on line: www.empiretoday.com/warranties.

The product was good. Installers awful. They ripped pant off my base board getting off the quarter round and when new quarter round was put back on you could see paint off base board. They covered nothing so while demo of old title was being done everything (furniture) got dusty on that floor they were working on and floor be low. They moved my brand new oven less than 24 hours old and could not put it back like it was b4. Breaking it in process by the way they handled it but fixing it I believe. They put all the demo stuff in my lawn front back and side and poured bucket of wet cement or what ever it was they used to do title on lawn. Lawn as crap from them all in it. On top of all this I saved the worst for last. They bust the ice maker line going to refrigerator flooding my basement new carpet a week old and staining my concrete floor and dry wall that was just clean n done a week b4. They were very messy on a scale 1 to 10 a 10 being worst they were. The crew manager sent someone out to fix drywall that did not do anything but try to paint over it and said he replaced it. Awful experience. I'm lucky to say tiles installed lookes great but I have to now clean it cause it's full of dust and they did no cleaning of anything. To top it off they spoke no English and empire as yet to resolve my issues.

This place is absolute garbage. One of their employees came to my home and rather then do what he came there to do, he wanted to talk about the [redacted] for President sign in my yard. I say he wanted to talk about it because he did not want to discuss politics, he wanted to bash [redacted] and praise the [redacted]. When the conversation didn't go the way he wanted he started raising his voice and talking over me so I threw his sorry as out of my house. Does what he did warrant Empire a bad review? no. They get a bad review because when I called to file a complaint about him, A sales manager was supposed to get back to me but they never did. Every time I called them, for some reason the call was dropped. I was able to find out that their employee told them that I run him off because he wasn't a [redacted] fan. He failed to tell them that he started the conversation and that he raised his voice when it didn't go the way he liked it to.

The sales rep and carpet installer where courteous and very professional. We love our carpet and would definitely use Empire today for our future needs.

Saleswoman was terrific and the Installers were very nice.

Dealing with this company was a great experience. Had no problem scheduling an appointment and the sales rep was prompt, courteous, and knowledgable. Even after changing my mind about the carpet I chose he returned and processed the revised order. The installation also went well and the guys really did a great job. Overall I couldn't have asked for a better experience!

The experience started out just fine. They came to our house and we made our selection and set the delivery date. It was all down hill from there. The day of installation I received a call to let me know that they did not have enough installers to come and complete the install....ok, not happy, but they took 10% off my order. Set the next day for install, now they did not have the carpet I selected and I can not get a service manager to call me!! Worst customer service and business practices I have had to deal with in a long time. Think twice before using this company

I am experiencing the worst ground hog day of service in my entire life. I hired empire to install flooring. On day 1 they showed up 5 hours late. For the 2nd appointment they said they would show up 2 weeks later. They eventually showed up 3 hours late. Now we are on the 3rd appointment. I was told that I would receive a call between 7:30 am and 9:30 am. I actually received the call at 10:00 am, telling me the installer did not come in. They stated that I would receive call back. It is now 3:00 pm, and no call. I paid them $6,000.00 for this shoddy treatment. I would not recommend this company for anything. I am a disabled veteran. If I provided this type of service (not showing up) when called upon to defend this Country, where would we be?

The sales associate was sympathetic to my needs and budget but still offered the best quality carpet! When the installers arrived they were told the room would be empty. It wasn't because there was no where else to put our things. They didn't complain or make me feel uncomfortable at all! They assisted with moving things aside and carpeted one side then shifted the things to the other side to finish the room! They offered compliments on the colors and encouraged me that when everything was in place, the room would be beautiful! I have used them before and was pleased. I will use them from now on and recommend them to anyone!

BEWARE of this company. Ordered hardwood floors for my dinning room in September 2015, all was relatively fine (except that the sales person did not measure the area correctly so when the installers arrived, they had to leave and then return with more.) Decided to continue the hardwoods from my dinning room into my kitchen (the 2 rooms are connected.) The sales guy came out, took measurements and gave me a price. Made a phone call to confirm the floor that I wanted. Advised it was the same floor as my dinning room but that the name had changed. The sales person advised me that the price for installation would be smaller if I took the pre-existing floor up. So, we signed the agreement, pulled up out kitchen floor and waited for the installers. The installers came out with a completely different floor. It wasn't even close to the floor that I already had. I spoke with customer service that day and they advised that they needed to reschedule for the following week. a couple days later, someone from their corporate office at this location called me to advise that they no longer carried the floor that I had in my dinning room and that the sales person was have been miscommunicating. MISCOMMUNICATION that left me with NO kitchen floor. I cancelled the order for installation and attempted to locate the manufacturer of the floor to see if somehow I could find the floor. The website gives all of the names of these top end suppliers for floors but, turns out, the floor that I purchased, after pulling a thousand teeth, comes from a company named leadman llc who sells floors to empire from China and most of the time, the floors never even see a warehouse that they have in the united states. It comes directly from China to Empire. When I called them, of course they didn't have the floor either. By this point I was desperate. I called empire back and spoke with the operations manager at this location who advised that she would look into it. She called me back (which I was shocked about because getting a call back is almost impossible) She advised that she spoke with her installation manager and although they did not have the same exact floor that I had purchased in September, they did have a brand new floor that was an identical match. She advised that even though the new floor was of better quality and usually more expensive, she would give it to me for the same discounted (discounted because I cancelled and they sent me an email to try to save the deal) price. Lucky me! At this point, I didn't care. I needed a kitchen floor and by this point, my family and I had been walking around on a plywood kitchen floor for over a month. I agreed and again patiently waited for the installer to come and put down my better quality and matching floor. My dinning room floor is a Hickory Chocolate Engineered Hard Wood floor. When the installer came out this weekend, he brought a chestnut engineered hard wood. Not even close to a match. the chestnut is a red floor. Nightmare. Once again I cancelled the installation and called empire to advise them. Now I have to rip up the floor installed in September and redo that one along with the kitchen floor. So here I am now, 2 months later with NO KITCHEN FLOOR. Do not do business with this company and if you do, be careful. Do not rip out your pre-existing floors at the word of a salesperson. Make sure you measure your own floors for a comparison if you do go with them.