List of Complaints registered against Empire Today on Complaints.

com

Complaint Subject: EmpireToday laminate flooring

Complaint: American Way or Quick Step Uniclic 700

EmpireToday
No address listed or on any materials
New York, Ne 11793
US
www.empiretoday.com

We purchased laminate flooring from EmpireToday. The sales representative told us

that they use their own people (no subcontractors) and their own brand of flooring,
â American Wayâ , which the support representative later said by phone was
manufactured by Quickstep. We were also told by the sales representative that it would
take over 64,000 revolutions on a sanding machine to scuff this particular flooring (it's
was supposed to be treated with "ruby dust" or aluminum oxide coating) - and they
charged us $1,398.00 for a 12â x12â room. (They originally quoted us $1900).
The original purchase order was written in a vague manner with no SKU# assigned to
the flooring discussed for us to research further. The end product provided does scuff
easily.

The installers arrived on the scheduled installation date. When queried about their
status as to how many other EmpireToday jobs that day, they stated that they are
subcontractors and are not employed directly by EmpireToday. We were also told by
the subcontractors that Quickstep was the brand they used. The only problem we
encountered at the time the subcontractors came was that they brought the wrong
color flooring (we had no idea that this was NOT the actual laminate product (in
thickness or quality) .

Before the subcontractors placed the floor down we questioned the floors thickness in
mm's because the sales representative indicated that it would be roughly 11mm thick.
We were assured that this was the correct flooring that we ordered, with the exception
of the color. We signed to approve the color change only! After the subcontractors left,
they left behind a packaging label from the flooring they used. It was NOT the brand
that we thought we ordered but a brand called Quick*Step 700 Uniclic and it was only
7 mm thick. We looked this product up online and found that they are priced at only
$1.39 per square foot. The Quick*Step product we received was the very basic level of
the Quick*Step product line in terms of quality. So, even if there was some confusion
about EmpireTodayâ s brand be sub-branded by Quick*Step we received the bottom
of the product line and not a thicker or better Quick*Step product.

Where was the floor that we ordered that was 11mm thick and treated with "ruby dust"
to withstand 64,000 revolutions with a sander? This entire floor cost them
EmpireToday less than $250 and they charged us $1398 for it! Furthermore, had
Empireâ s subcontractors NOT left the label behind we wouldnâ t have had ANY
idea that they tricked us! EmpireTodayâ s had us fill out TWO â Certificate of
Completionâ forms and we have one copy that shows that we did not sign it and the
check box for â Material was verified for correct product and color?â is unchecked.
However, the subcontractor had filled out the second certificate and filled in all the
boxes and had us sign the second one only. We have a different copy of the Certificate
of Completion only the installerâ s signature. We only saw two â Certificate of
Completionâ forms but the EmpireToday representative said there were four copies
when we discussed this discrepancy over the phone.

When we presented this entire issue to EmpireTodayâ s support representative we

were fist told that the floor was incorrect and that they would replace it. Empire then
offered to do a second room at a reduced cost to cover the product material quality
and price discrepancies.

Then, when EmpireToday figured out that the suspect paperwork would benefit them
they told us that there was no recourse. This all occurred via several phone calls.

Also, according to Complaints.com under the following link there were a tremendous
amount of Complaints for the same issue related to laminate flooring and bait and
switch tactics. Their salesman and contractors used the same tactics mentioned in
other Complaints below.

http://search.Complaints.com/search?btnG=Search%2BComplaints.com&output=xm
l_no_dtd&sort=date%253AD%253AL%253Ad1&client=Complaints&oe=UTF-
8&ie=UTF-
8&proxystylesheet=Complaints&site=Complaints&q=empire+today+flooring

EmpireToday was very methodical about making you sign several different documents,
pushing for payment upfront and not allowing the consumer to use their credit
cardâ s consumer theft protection process. (We used American Express for this
transaction and purpose and immediately tried to dispute the charge but could not due
to EmpireTodayâ s authorization process.)

So in the end we overpaid for a far lower cost and lower quality product. We paid for a
product that was not the level of quality promised or expected and we have no
recourse. Can you assist us in resolving this matter?

Posted On: 29-Apr-08

Link:
http://www.Complaints.com/2008/april/29/EmpireToday_laminate_flooring_168880.h
tm

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Complaint Subject: Business Reply

Complaint:

Thank you for bringing this to our attention. Total customer

satisfaction is important to us here at Empire Today. We take customer

feedback very seriously and we are always striving to improve the customer's
experience. We have reviewed your posting and are currently researching this matter.
You will be contacted within 24 hours to address your concerns
in full detail.

Posted On: 23-Feb-07

Link:
http://www.Complaints.com/2007/february/1/Empiretoday_Carpeting_16244.htm

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Complaint Subject: Home Improvement/Flooring

Complaint: Re:EMPIRETODAY:First of all let me say that their ads are very decieving,
I paid for every bit of carpet that was laid. I told the salesman that I didn't want a
carpet that showed every vaccum mark and footprint like the one I was replaceing, he
assured me that the sample he showed me wouldn't do that. Well it did and after 2
months I called to complain about this and was once again assured that after a little
more time it would stop along with all the fuzz I was collecting in my vaccum cleaner,
of course they have no record of this phone call. I have had the carpet professionally
cleaned and it is still doing it. I complained once again and was told that for $125.00
they could send an inspector out to see if it was in the manufacturing of the carpet or
just the way the carpet was suppose to react, they wouldn't say what they would do to
correct the problem. Now, why should I pay $125.00 to have someone come out after I
have already invested over $3,000.00 in carpet that looks like crap and 10 yrs. old
when it is only 18 months old. I would not buy carpet from them again nor would I
reccommend the company to anyone.

Posted On: 20-Sep-10

Link:
http://www.Complaints.com/2010/september/20/Home_Improvement_Flooring_2423
41.htm

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Complaint Subject: If you cancel with Empire Today they will offer you a better price

Complaint: I called for an appointment and the woman who came out spent more
time telling me about her failing marriage and texting the man she might cheat on her
husband with than telling me about the product. I should have taken the hint there,
but I wanted carpet and so I signed up only to think later about how I had to ask her
about discounts (which she would not have offered if I didn't ask). I looked on the
cancellation form for the protocol to cancel the order and followed the instructions. A
week later they called to confirm install. I said I had cancelled and the rude woman put
me through to the cancellation department. I waited 10 minutes before I hung up to
save cell phone minutes. I would call the next day to make sure I would get my deposit
back that they cashed even though I had cancelled. When I finally spoke to the
cancellation department (after waiting and waiting... I can only assume they have to
deal with A LOT of cancellations) and he said, "If price is your problem than I'll take it
down a few hundred dollars." To that I replied that the project should have been priced
fairly to begin with and that it is unethical to offer a discount only after I tried to
cancel. So he put me on hold and after a few minuted came back with a confirmation
number. Think the story ends? NOPE!! The installer called the next day to let me know
he'd be at my house in an hour. I apologized that no one had informed him of my
cancellation to which he replied, "It happens all of the time." I wonder if I'll ever get
my money back.

Posted On: 12-Jun-09

Link:
http://www.Complaints.com/2009/june/12/If_you_cancel_with_Empire_Today_they_
will_offer_y_206584.htm

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Complaint Subject: Empire Carpets - False advertising

Complaint: Carpet and window treatments are both heavily advertised as NEXT DAY
INSTALLATION. After ordering - you quickly find out the next day is for RE-MEASURING
(after your salesperson does the initial measurement). After calling the service
department - the representative confided that she has NEVER actually seen a next day
installation. After waiting a week and never even seeing the measurment person - we
cancelled the order.

Posted On: 20-Sep-08

Link: http://www.Complaints.com/2008/september/20/Empire_Carpets_-
_False_advertising_185934.htm

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Complaint Subject: Defective carpet on multiple attempts

Complaint: Thank you for brining your concerns to the attention of Empire Today.
Empire Today is dedicated to providing world-class customer service to every
customer. Unfortunately, we are unable to reference your account with the name
provided on this website. We would like to work with you to resolve your concerns.
Please contact us at CustomerSupport AT empiretoday.com for further assistance.

Posted On: 15-Nov-07

Link:
http://www.Complaints.com/2007/october/1/Defective_carpet_on_multiple_attempts
_151337.htm

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Complaint Subject: Beware of Empire Today Carpet and flooring

Complaint:
After seeing many many tv ads my wife and I decided to give Empire today a try. The
salesman seemed decent enought and told us they have limited selections because
they have all merchandise stored in their own warehouse facility. By purchasing from
Empire I would know where im getting my flooring and can rest assured of its quality.
The carpet was installed in a high traffic area but the salesman was told this prior to
purchase and he recommended this style for that area. After less than one year the
carpet started to fray and seems began to show. They came out prior to the one year
warranty mark and fixed the seams, but on the repair notes the tech wrote the seams
were damaged by children. (We have a 12 month old who im sure wasnt tearing up the
seams)

Once the fraying started to happen (not at a seam) we called back only to be told the
warranty was lapsed and to contact the manufacturer. UH OH the manufacturer only
warranteis a very limited number of things, fraying not one of them. Back to
Empire..... The corporate office asid they would fix it no problem for my trouble, the
area service mgr denied that request and told me it would be 75$ minimum for them
to look at. I quote "sir this says your kids have caused the carpet damage and we wont
cover that". Long story even longer, I told the area mgr to keep the 75$ and i would
never buy from them again, take my advice and spend the few dollars extra to get
flooring from a company that stands behind its product and services.

WORST QUALITY FLOORING EVER!!!

Posted On: 26-Feb-08

Link:
http://www.Complaints.com/2008/february/26/Beware_of_Empire_Today_Carpet_an
d_flooring_162324.htm

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Complaint Subject: EMPIRE CARPET THE WORST QUALITY

Complaint:

Just a little back round on our environment. My wife and I live alone [ with a dog who
joined the family about 4 months before the reported problem in a 3000 plus square
foot home. Our home is very clean with professional cleaners every week. We have
lived in our home for 32 years it has be updated on numerous occasions. W have re-
carpeted more times then I care to think about and never had any problems Our air
conditions systems (4) are all equipped with hepa filters, we are clean freaks and our
combined weight is less than 300 lbs. My wife weighs a 100 lbs and Iâ m about 170.
I work full time. The point is that our home does not get an extraordinary amount of
traffic.

I had Empire Carpet install Berber carpet install in two large rooms and in our halls and
staircase. After a short period (18 months) of time the carpet showed wear on the
edges of our steps (there are two stair cases) [ all the traffic is not on only one stair
case] and the loops were pulling out. Some were even under the lip of the stairs.

We called Empire and they sent an â independentâ inspector. (the fact that he
was a sales person for their largest competitor in my mind did not make him
independent). In his report he made general observations of various of the homes
mechanical systems and other thing that were for the most part inaccurate. He also did
not mention that at all entrances to the home(4) there were multiply industrial mats
inside and outside to minimize soil coming into the home. In the winter we actually
have runners by the entrance doors over the hardwood floors that collect most of the
soil before you even hit the carpeted sections

He determined that the carpet was not cleaned enough and the cleaning would raise
the matted pile. The very light colored carpet showed no sign of soiling. We also were
not informed that the carpet should be cleaned every year when we purchased it. He
also determined that my dog is having an adverse affect on the carpet. Again I was not
informed that â petsâ could not be in a home when this carpet is used. We also
showed him other rooms that have 10 year old Berber carpet that is just as light of
color and it shows no loops pulled out and no â mattingâ . He had no comment.

I feel that the carpet is of very inferior quality and the refuse to stand behind. I asked
them to revisit the issue and they refused. I was a big fan of Empire as the initial sales
and installation process was very pleasant. I actually mentioned it to quit a few of my
friend and associates but I now regret that.

Posted On: 13-Aug-09

Link:
http://www.Complaints.com/2009/august/13/EMPIRE_CARPET_THE_WORST_QUALIT
Y_212151.htm

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Complaint Subject: unbelievable...

Complaint: Had carpet installed in the basement since we had used Empire
previously. They installed the carpet in a timely fashion and it looked great. When it
rained the problems started. The basement had a wet spot at the door where the
carpet meets the door. The reason: when Empire installed the carpet, they took out
the threshold/kickplate, laid the carpet where the threshold would be, and then placed
the threshold back in its place without securing it back correctly. The kickplate was
angled upward and when it rains, the water seeps into the bottom of the door. A
contractor came out to replace my door because the bottoms of the wooden doorbuck
have water damage. He said whoever installed this kickplate did not secure it correctly
and did not reseal it. The "whoever" is Empire Today's installers. So I gave Empire
Today a call and they listened to my story and the installation guy said "If there is a
kickplate there, ..." when I had just explained the kickplate issue. This tells me that he
is telling me that I am lying. I mean why would I lie about a kickplate. That got me
livid and they wouldn't even send someone out to even look at the situation. His next
response was: If I want something done, I will have to pay for any installation and
special order of carpeting. So basically, he wants me to PAY for their faulty and
negligent installation. Their customer service is terrible. In addition, I called them
about this on a Wednesday morning and received a reference number. They didn't
return my call until the following Tuesday afternoon!

Posted On: 31-Aug-10

Link: http://www.Complaints.com/2010/august/31/unbelievable..._241045.htm

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Complaint Subject: Don't beat competitors prices

Complaint: Completely dissatisfied!!! Paid too much compared to competitor pricing.

The sales rep- guaranteed that this was the best price. What a lie!!! I over paided by at
least $3,000! Then they won't match OR take care of you in anyway. They wouldn't
give me a detailed bill with included the individual breakdown of laminate per square
foot, sub-floor, labor, etc... All they could provide was a package price! Corporate
office pretty much said that there is nothing they can do! Now I am going through my
vredit card to get a resolution! Don't use them!!! Complete rip-off!!! I would have been
happy to meet somewhere in the middle, but that option was never even given.

Posted On: 11-Jul-08

Link:
http://www.Complaints.com/2008/july/11/Don_t_beat_competitors_prices_177117.ht
m

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Complaint Subject: Empire Today Does Not Honor Warranties

Complaint:

In April, 2008, we invited Empire Today to our house to discuss flooring options. We
were considering either hardwood or laminate and after our discussions with the
Empire representative, we purchased laminate flooring. During this initial consultation,
the sales representative told us that the flooring we were purchasing, Quick-Step
flooring by Unilin, was water and scratch resistant.

He told us that water could sit on the floor for up to three days before it suffered any
damage and that, because of its superior water resistance, it was the flooring that
Empire recommended for kitchens and bathrooms.

To clean the floor, the sales person recommended Windex or a laminate cleaner. For
sticky spills, he said we could moisten a rag with water and wipe the spill. For tough
spills, he recommended Goof-Off.

We agreed to have our entire first floor covered in the Quick-Step product. The cost of
the flooring was almost $9000.00!

Installation went smoothly.

We cleaned the floor as recommended by the sales representative, including the use of
a moist towel to spot-clean. Regardless of how we cleaned, be it laminate cleaner or
Goof-Off or moist towel, we made sure to dry the area thoroughly. At no time did we
ever mop the floor with a floor mop or saturate it with laminate cleaner (or water).
Within one month, the flooring in the kitchen began to bubble around the edges of the
planks and, after several telephone calls, Empire Today sent a flooring inspector to
inspect the floor. The flooring inspector noted that the bubbling was sit-related due to
water damage, but gave no explanation as to what he meant by that.

Because the product is in the kitchen, water spills occur frequently during routine use.
We wash dishes, prepare food, wash hands after dinner, etc. However, we towel-dry
the floor after each spill.

Empire Today has refused to honor our warranty, claiming that the manufacturer will
not honor a claim of damage caused by water.

According to the Quick-Step warranty, the product ...will resist water damage. The
warranty then states that it WILL NOT cover damage if the product has been ...put to
abnormal use or conditions or abused in any way.

The warranty describes abnormal use to include ...water damage from plumbing, storm
or flood, damage from smoke, fire or other casualty events; damage caused by
negligence... And describes abuse as ...any use of the flooring that is unreasonable
considering the normal and expected uses of a laminate floor in a residential
environment.

Since the floor was installed in the kitchen, at the recommendation of Empire Today, it
is not unreasonable to expect that it would withstand water spills, provided the spills
are cleaned up afterward.

The general Manager at Empire Today (Durham, NC) does not seem to think so. He
has made it clear that, despite what the sales representative told us, it was our
responsibility to verify the accuracy of Empire's claims. So it is our fault that we are
stuck with a damaged floor that soaks up water on contact.

Posted On: 23-Feb-09

Link:
http://www.Complaints.com/2009/february/23/Empire_Today_Does_Not_Honor_Warr
anties_205343.htm

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Complaint Subject: Installers left and never started the work

Complaint:

This is regarding the job for the condo at Opera Plaza, 601 Van Ness Ave, San
Francisco, CA 94102

Empire sales guy Doug Hart (650 515 5292) promised the 4hr work will be done today
(Sat Oct 4), and the Empire contract guarantees the work to be completed today.

THe installed workers called and confirmed they will come at 10am. They came but left
after winning and complaining that they have to park at a meter and pay quarters.
I spent the next 4hrs on the phone with Empire Corporate trying to resolve the matter,
why the installers left in the first place and to have a 2nd installer crew send ASAP
since I had to get the work done on the 4th.

Corporate office promised the 2nd crew will be here at 1pm..they got here at 4pm.
BTW, i had to negotiate with security and HOA at my building to let the installers in
again. i negotiated with Corporate a $100 discount.

when the 2nd crew showed up at 4pm, they wanted me to pay the full price before the
work even started. Is that even acceptable? Since I needed the work to be done, I was
willing to pay before the work started, however, the amount they wanted me to pay
was the original, and not the $100 discounted price!

I spend the entire day for nothing. I have my renter arriving tomorrow and his room
carpet is not put in place. I will loose my renter.

Empire needs to be ashamed of their service. how in the world can their sales people
proclaim that Empire has best service?!!!!

Posted On: 04-Oct-08

Link:
http://www.Complaints.com/2008/october/4/Installers_left_and_never_started_the_
work_187723.htm

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Complaint Subject: Installing New Floor

Complaint:

We had Empire flooring install our floor back in May 2006 with their TV Ad saying no
interest, no payment for one year. In May 2007 once we found

out who they sold our contract to we paid them fully. Here we are about to go into
court in Glen Burnie, MD whereas the bank they sold our contract to is now askingfor
interest. If you are going to deal with Empire Flooring get a written statement up front.
PLEASE

Posted On: 14-Apr-08

Link: http://www.Complaints.com/2008/april/14/Installing_New_Floor__167200.htm

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Complaint Subject: Carpet and Flooring - Empire Today Baltimore

Complaint: DON'T USE THIS COMPANY!!! 3 months later and still no resolution.
Installers damaged my freshly painted walls. It's been months of back and forth and
people out to inspect fix 4 different times, and me having to give up valuable time and
it's still not corrected. I would like a credit to my account for all the time and
inconvenience and back and forth I've had to deal with for a less than professional
installation and inferior quality carpet, but the compensation they're willing to offer is
almost an insult and not satisfactory considering all the time, energy and effort I've
had to put into getting this resolved. Only now, 3 months later, are my Complaints
finally being sent to the corporate office - and I have yet to hear back. We shall see.
Have already filed compaints with the BBB and now here. Next stop is small claims.

Posted On: 19-Oct-09

Link: http://www.Complaints.com/2009/october/19/Carpet_and_Flooring_-
_Empire_Today_Baltimore_217867.htm

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Complaint Subject: Empire Today (Brooklyn, NY) Lousy Service

Complaint:

We never got as far as an in home estimate because twice now, they failed to show up
for appointments.

The first appointment was a three hour block in the morning, where not even a phone
call to let us know whether or not someone would be coming was made. Three hours
wasted that we could have accomplished other tasks, but more to the point, completely
unprofessional of them not letting us know they were not going to even bother showing
up.

My wife convinced me that it couldn't possibly happen again, and we should give them
another try just a few weeks later, so today reluctantly, we had an appointment
between 7pm and 9pm, and of course, no one shows up. I receive a phone call at 9pm
exactly with someone telling me that the "agent" won't be able to make it on time. No
kidding, really?

Horrible customer service, no matter how much they claim to be all about it. When
complaining about this to them, they are speechless without an answer or even an
offer of apology and any way to make this up to us.

This is one company I will highly recommend NOT to go with, to everyone I know. Why
waste your precious time waiting for someone that will never arrive?

No confirmation calls prior to appointments and no-shows for the appointment times,
twice now. There won't be a third chance, and I'm making sure to spread the word
about how horrible they are when it comes to customer satisfaction.

Posted On: 03-Nov-08

Link:
http://www.Complaints.com/2008/november/3/Empire_Today__Brooklyn__NY__Lous
y_Service_191376.htm

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Complaint Subject: Empire Carpet

Complaint:

Empire Carpet – www.empiretoday.com – Nothing but a major hassle and rip off!

We had Empire Carpet install carpet in one of our offices along with the wall trim. That
was 3 weeks ago and the wall trim still isn't installed. I've called the sales rep. 7 times
to no avail. Finally, I have had no choice but to issue a dispute with the credit card
company since the job is not completed but paid for. The sales department and the
installation department obviously do not have a good relationship and aren't held
accountable to each other.

Very poor customer service!

Posted On: 10-Jun-06

Link: http://www.Complaints.com/2006/june/10/Empire_Carpet_11366.htm

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Complaint Subject: EMPIRE TODAY CHARLOTTE CUSTOMER BEWARE

Complaint:

EMPIRE TODAY WILL CHARGE THE CUSTOMER AS MUCH AS IT CAN GET OUT OF
THEM, SOME PRODUCT ARE SOLD AS FIRST QUALITY WHEN IN FACT SOME OF THE
PRODUCTS ARE SECONDS.

THE CHARLOTTE OFFICE AS NO PERSON IN THEIR OFFICE WITH ANY KIND OF FLOOR
EXPERIENCE. THE SALES REPS WITH LESS.

I WORKED FOR THE COMPANY FOR ONE YEAR AND SEEN FIRST HAND HOW THEY
OVER CHARGE THE CUSTOMERS AND HOW THEY WILL NEGOTIATE WITH CUSTOMERS
LIKE CAR SALES TILL THE REPS SALE THE JOB OR UPSET THE CUSTOMER TILL THEY
ARE ASK TO LEAVE THE HOME. ALL SALES REPS ARE PAID ONLY ON COMMISSION.
ALL SALES REPS AND INSTALLERS ARE SUBCONTRACTORS, INSTALLERS ARE TOLD TO
DRIVE UP THE COST OF ANY AND ALL JOBS WHEN EVER POSSIBLE.

Posted On: 16-Feb-09

Link:
http://www.Complaints.com/2009/february/16/EMPIRE_TODAY_CHARLOTTE_CUSTO
MER_BEWARE_204364.htm

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Complaint Subject: THINK TWICE

Complaint:
PLEAS THINK TWICE.....

I USED TO WORK FOR THIS COMPANY, BUT I'M TIRED I DON'T CARE ANY MORE, LIKE
THEY DON'T CARE ABOUT US, THE GENERAL MANAGER, DANIEL SILVA, HASS BEEN
ACUSED OF SEXUAL ARRESTMENT, CORRUPTION, RACISM AGAINST LATIN PEOPLE,
HUMILIATION AGAINST TO EMPLOYES AND MANY MANY MORE HIS PARTNERS, MIKE
PERRY INSTALLATION MANAGER, AND GINA LAMPONE OFFICE MANAGER, WE CALL (
THE SUB CONTRACTORS ) THE MAIN OFFICE TO LET THEN KNOW THE SITUATION
HERE IN ORLANDO, WE SPOKE WITH ALLY FERREIRA NATIONAL INSTALLATION
MANAGER, JOE CARWRITE FRAUD INVESTIGATION MANAGER, NATE SHOE FLORIDA
MANAGER, BUT GUESS WHAT THEY JUST MAKE US LOOKS AS BAD PERSON THEY
TOLD THEN ( THEY MANAGERS IN ORLANDO ) THAT WE CALLED THEN TO TALK ABOUT
WHAT THEY WHERE DOING IN ORLANDO, OF COURSE THE MANAGER DANIEL SILVA
SAID, "I WILL TAKE CARE ABOUT EACH OF THEN" AND HE DID. AT THIS TIME HE
DIDN'T GIVE ANY JOB IN THA LAST TWO WEEKS.

SO YOU AS A CUSTOMER BETTER THINK TWICE BEFORE HIRE THIS COMPANY,

BECAUSE IF THEY DON'T ABOUT US, AND THEY MAKE MONEY THANKS TO UOR HARD
JOB, DO YOU REALLY THINK THEY WILL TAKE CARE ABOUT YOU AFTER THEY TAKE
YOUR MONEY???????

GOD LOOK WITH THEN IF YOU DON'T THINK TWICE.....

Posted On: 10-Aug-08

Link: http://www.Complaints.com/2008/august/10/THINK_TWICE_181099.htm

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