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[Resolved] Empire Today / laminate floor installation

1 United States

Last year we has laminate floor installed in our home. The installers came and the job was not done well. There was bubbling and the seams did not connect well and it was generally shoddy. They came out to try to repair it, but it needed to be replaced. Many calls to Empire Today finally got a new crew to come out and reinstall the entire floor. This was a massive headache in and of itself.

After the new floor was installed, we noticed immediately that the seams were bubbling up and that the floor looked terrible. After waiting for over a month for a manager to come and inspect the flooring he did. We didn't hear from him for another month. Call after call finally ended with us being told today that they decided that the floor wasn't defective.

This is insane. But they did offer to replace the entire floor again (but not give us a refund). So, there's nothing wrong with it, but we'll come fix it anyway? We just want a refund at this point. Worst experience of this type we've ever had.

  • Resolution statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

  • Empire Today Customer Care's Response, Jan 09, 2018

    Dear Phil,
    We've read your review, and we regret to hear that you're unsatisfied with your laminate installation. Your satisfaction is important to us, and we'll be in touch with you shortly to discuss your concerns, and work on a prompt resolution.
    Thank you for your patience.

  • Updated by PastorPhil, Apr 04, 2018

    Hahaha, I "love" how they act like they did everything they could. They haven't. They sent out an "independent" inspector who was so incompetent we couldn't even get him to come on a day we were home. Scheduling was a nightmare and we never heard from any of them again. Then I complain again and they act like they tried to contact us but we never heard from them. The said that our new floor of LESS THAN A FEW WEEKS OLD was water damaged. But they'll send the "independent" inspector out again. Insane.

  • Updated by PastorPhil, Apr 04, 2018

    I'm floored how it says "they did everything possible" they did absolutely nothing.

Jan 9, 2018

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