Empire Today Customer Service Issues

I placed an order for rugs, but changed my mind the following day and cancelled the $[redacted].00 down payment by check from Wells Fargo to Empire. Despite reassurances from Empire over the phone, there has been a significant issue. Empire handed the matter over to Certegy Check Services, who now require payment within 30 days. I was initially told by the representative who visited my home that the down payment would be refundable with sufficient notice, which I believed I provided by calling the day after the purchase. The check was dated 06/12 and canceled by Wells Fargo on 06/13. I need assistance resolving this situation promptly.

I have been contacting your company multiple times regarding a warranty issue, but have not received any response as promised. This has been ongoing for a week, and sadly, it's not the first time I've faced such problems. I have invested a significant amount of money and would appreciate it if a representative could come out to inspect our carpet. Despite only being 2 years old, it looks worn and aged, contrary to what was assured when I ordered this special carpet. I am very disappointed with the condition of the carpet and despite numerous attempts, I have not received any callbacks as promised. It would be greatly appreciated if someone could address this issue promptly. Thank you, Shannon.

Order [redacted] has been a nightmare, but I am addressing the issue. After having a Livingroom carpet installed, I felt it wasn't the type I wanted and had concerns about the padding. I requested an upgrade, agreeing to pay $[redacted]. The installation revealed no issue with nails but a defective carpet, which will be replaced. I still opted for upgraded padding, as it seemed too thin. I believe, given the carpet replacement, installation charges should be waived. Despite their insistence, I feel it's unfair to pay twice for installation. The new carpet is due on 11/29/[redacted] at [redacted] Alcorne Street, Somerset, NJ. Requesting a review of this situation. Thank you.

On 11/25, my mom had new flooring installed, which turned out to be a terrible experience. We were confined to her room for 12 hours without access to a restroom, causing my 76-year-old mom to resort to using a trash can. The quality of work was subpar, leaving a noticeable gap between the living and dining room floors. To make matters worse, there was glue residue on the floors and dirt in the bathroom post-installation. My attempts to reach a manager have been fruitless, as the call center supervisors at Empire have shown a lack of customer service. My mother has endured unnecessary stress and inconvenience throughout this ordeal and deserves proper compensation.

The flooring installation took place on 11/25, and the experience was unpleasant. We were confined to a room for 12 hours with no breaks for food, resulting in my mother having to use a garbage can to relieve herself. The work was subpar, with a noticeable gap left between the living room and kitchen, which required a return visit to fix. Additionally, the workers left glue stains that needed further attention. Despite my repeated attempts to address these issues with a supervisor, I have yet to receive a callback. Considering the poor service and inconveniences faced, I believe a $[redacted] refund on the order is warranted. Perhaps if they had sent a more efficient team, consisting of two individuals instead of one person and a pregnant woman, the job could have been completed in a more timely manner.

I am seeking assistance with a pricing discrepancy I encountered while working with a salesperson. After agreeing to a price and providing a $[redacted] deposit, the salesperson provided measurements that differed from another bidder's estimate. The other bid included the carpet size with no additional charge for drops, which was not how this company operates. The salesperson did not clarify the additional charges for drops despite the discrepancies. The largest room measured [redacted] sq. ft., indicating an overcharge of $99. Ultimately, the final cost was $[redacted] more than the alternative bid. Additionally, I found the carpet shown to me available elsewhere for $1.59 per sq. ft. I have not received a call back to address the incorrect measurements and discuss a resolution before the installation occurs. My name is Edward Szewczyk.

The customer service experience was extremely disappointing. None of the process was properly explained to us. An employee came for measurements and an estimate, promising next-day installation, but failed to deliver. The installer arrived late, did not complete the installation, and only took more measurements. Communication was lacking as we missed their call only to find out the scheduler had left for the day. After many delays and unreturned calls, we were left without a carpet and unsure of when to expect installation. Multiple scheduling issues and a mix-up with the carpet further exacerbated the situation, with no resolution in sight from the corporate office despite our efforts to contact them. This ordeal has resulted in lost work days, wasted money, and no carpet in place.

Subject: Urgent Issue with Empire Today Order To Whom It May Concern, I am writing about my recent experience with an order placed by Jocelyn Chaparro from NorthShore PianoArts in Gloucester, MA. The initial order for laminate flooring was changed to 3 & 1/2” hardwood to match an adjoining room due to height differences. Despite upfront payments of $[redacted].00 on January 4th and $[redacted].00 on January 9th, there were significant issues with the delivery. After the wrong size was loaded on the truck, subsequent attempts to correct the order were met with delays and unfulfilled promises. Several attempts to reach out for resolution have been fruitless, leaving me feeling ignored and frustrated. If I do not receive a response from Empire within 24 hours guaranteeing a refund, I will have no choice but to escalate this matter to the Department of Consumer Affairs. Sincerely, J.C. [redacted] [redacted]

On my Contract Payment detail page, a series of numbers appears: CGC[redacted]. My phone number is [redacted]. The order was placed on June 4th at 12:04 PM, within the 3-day window for cancellation without penalties. Today, I spoke with floor supervisors because I wanted more choices for the jobs in my home. I did not want the first representative to return; I felt pressured into a decision. I spoke with Sabrina in Ohio, Wanda in Texas, Olge in Texas, and John the floor supervisor in Texas. John was informed not to send anyone for installation. However, despite this, someone from Empire arrived around 1 PM. I declined the installation. At 11:30 AM, the original rep requested to meet and show me the same products; I declined. If I wait to cancel, a 25% restocking fee will be applied, even though nothing was delivered. Due to a lack of respect and service, I am canceling the order and request a full refund promptly, not due to Covid-19-related delays. Kindly refund my money and cancel the charges promptly.

On August 27, [redacted], I made an $[redacted] down payment for the removal of the ceramic tile in my kitchen and its replacement with LVT flooring. The work was initially set for September 8, [redacted]. However, upon arrival, the worker discovered an issue with the door frame that needed addressing, causing the cancellation. I then opted for ceramic tile installation, but due to warehouse issues, the job was delayed several times, causing dust to spread in my house, aggravating my allergies. Workers were inconsistent in their attendance and progress, leaving me frustrated and sick. The project remains unfinished, affecting my health and daily life. I hope for a resolution soon from Empire Today, as the situation has been challenging and unacceptable.

On the 6th of March, [redacted], I had Valletta Luxury Vinyl Plank flooring installed and paid over $4,[redacted] for [redacted] square feet. The installers didn't complete the trim due to my ongoing kitchen and bathroom renovations. Despite requesting the correct trim materials multiple times, the issue has not been resolved even after more than 10 follow-up calls. My project, Job Account #[redacted] for Empire, located at [redacted] Mohr Lane, Concord, California, needs 16 strips of History Oak Anise reducer, part #H10AAN-RE, and the incorrect Acacia Cumin Quarter Round and Vinyl moldings need to be picked up. I have provided all the necessary details, yet customer service has not been responsive. I urge Empire to deliver the correct materials promptly and bill for any cost difference. My frustration grows as the completion delay is impacting my rental unit. Your urgent attention to this matter is greatly appreciated. Thank you for your assistance. - Renee D.

On March 19, [redacted], we had new flooring installed in our living/dining area. Unfortunately, within a couple of days, multiple spots on the floor began to bend and creak. After contacting Empire Today customer service, we were put in touch with a local office represented by Stephanie Brown. Two gentlemen were sent over to inspect the floors and confirmed that they were installed improperly. Despite scheduling a repair, nobody showed up or provided an explanation. Numerous calls and voicemails were left unanswered until Stephanie Brown finally acknowledged the oversight. However, subsequent repair appointments were missed without any communication. Despite persistent efforts and promises of callbacks from managers, as of June 11th, we have yet to receive any resolution. I have recordings of all interactions with Empire Today and Stephanie Brown, and I am eager to have our floors fixed promptly. Stanislav S. Contact: [redacted]

Within a few days of installation, the floors started to bend and creak in multiple areas. Empire Today's customer service redirected us to the local office managed by Stephanie Brown, who sent two contractors to assess the issue. The inspectors confirmed that the floors were improperly installed. We scheduled a repair, but no one showed up or communicated with us. Despite numerous calls and messages, we struggled to get a response. Stephanie Brown mentioned a mix-up with contact information, leading to further delays. After setting another appointment, there were more unexplained absences. Despite ongoing promises for resolution and callbacks from management, no progress has been made. As of June 11th, we are still waiting for a solution. I have recorded all interactions with Empire Today, including conversations with Stephanie Brown. I simply seek to have the flooring fixed due to the poor installation by your team. Thank you.

We had a confirmed carpet installation scheduled for today, Wednesday 6/16. Unfortunately, we received a message at 7:20 am asking for a reschedule to the 23rd due to a lack of installers available today. After attempting to call the provided number without success, we reached out to other numbers we found online and were informed that our installation had been moved to the 23rd without prior notice. We took time off work, prepared the rooms as instructed, and now have everything piled up elsewhere at home. Despite multiple calls, the issue remains unresolved, and we might not hear back until tomorrow. This situation is highly inconvenient and unacceptable, especially considering we have a signed contract and have paid in full. We feel helpless and unsure if the next scheduled date will be honored. We are anticipating compensation for the significant disruption this has caused.

On March 24th, [redacted], I paid for new carpet installation, but the team arrived on the wrong day in May instead of March. After only being at my house for 3 minutes, they stated they needed an abatement and clean air certificate. Despite consulting with the EPA, it was deemed unnecessary. Empire did not proceed with the installation and I am now requesting a full refund. Nancy from the bookkeeping department mentioned that it would take 7-15 business days to process the refund as of May 15th. I am frustrated by this situation, especially since they successfully installed carpet in two other rooms last October using the same flooring. If this matter is not resolved promptly, I will have to seek legal advice and file a complaint with the BBB.

We recently purchased both carpeting and vinyl planking for our home. A problem arose during the carpet installation where the pattern in the second bedroom was flipped [redacted] degrees, which is incorrect. When the installers attempted to install the vinyl product we chose, they found our floors were not level enough, so we had to select another product. I reported the carpeting issue to the salesman, who acknowledged it and said he would arrange for a return visit to fix it. However, we never received a call back with a resolution or a new installation date, despite numerous attempts to contact them. My husband even took time off work, but we're still without a solution. I finally spoke to the salesman, David, who promised to follow up on the carpet problem and get back to us later.

I purchased carpet and vinyl flooring for my 2-story home in Indianapolis. The carpet in the upstairs bedroom was installed correctly, but we faced issues with the stairs and upstairs area. The salesperson, Keith, overlooked the stairs' structure, leading to compatibility issues with the vinyl flooring. After ripping out the carpet in the master bath, we discovered a slumped subflooring of about 0.5 inches. The installer stopped work due to this issue. The sales manager suggested an alternative flooring option, but we prefer the original flooring for consistency. However, Empire policy requires a flat installation surface. We are stuck with exposed subflooring in the master bath and seek a resolution to finish the job. We used Empire's credit company for funding and hope to get the flooring we paid for. The desired flooring, Bradstreet - Acacia cummin, is exclusive to Empire. Our goal is to complete our home remodel. Thank you, Efrem.

I had Empire install carpeting in May, and unfortunately, the seams are now coming apart. Dealing with William from the Orlando office has been disappointing. Instead of addressing the issue, he was confrontational and dismissive of my concerns. I am frustrated by this lack of customer service. I am now seeking the phone number for Empire's corporate headquarters. I need to escalate this matter and speak to someone who can address William's behavior. This problem was only noticed recently, and I am eager to have it resolved promptly. As the customer, I expect better service and communication. I am eager to receive the contact information for the president of Empire.

On June 6, the installer removed the toilet in my bathroom. Unfortunately, he forgot to empty the water, causing a major spill in my bedroom. I tried to clean up with a mop, but it spread to the kitchen and created more mess. I communicated with Jessica at Empire, who denied the incident without consulting the installer. She mentioned a refund of $[redacted], but my Fidcovrr card hasn't received it. The water damage has affected the laminate flooring, potentially leading to more significant issues. I am disappointed with the lack of communication and resolution from Empire. I urgently need a response from a senior representative to address this situation promptly. Thank you for your immediate attention to this matter. Sincerely, Shirley.

I canceled my order over the phone, only to realize that the information provided verbally did not match what was in the written documents. The service plan cost was not discussed upfront but only appeared in the contract after I signed. I was rushed to sign multiple pages without being given an opportunity to read them thoroughly beforehand. The total amount for the order was not clearly stated. Although I was informed of a $[redacted] dismantling fee for the bed, it was not included in the contract. There was no clear explanation or comparison of the sale price, just statements that it was priced per the job. These discrepancies only came to light when I reviewed the written contract. I'm sharing this to confirm my cancellation within the allowed timeframe. I wish there was an email address for further communication.