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Jan 17 2012 had a salesmen come to my home, we entered into a contract for laminate flooring and was assured by him and also a document we signed, that we could cancel within 3 days and receive our deposit back.On Jan18, 2012 I called to cancel, also followed instructions on cancel document to submit in writing of cancel and would receive my deposit within 10 days of receipt.Called 30days later and was told a check was on the way from the San Fran office, it would take 10-14 buisness days.March 14 called and was told a check was issues Feb 29 2012
and give it another day or so, even gave me a check #. It is now March29 2012 I still have received NOTHING.I wish I would have read all the complaints online Before I had them come to my home.Any suggestions on how I can get my deposit back.
Thank You
This matter has been resolved.Mrs Holmes
The complaint has been investigated and resolved to the customer's satisfaction.
I want to first start off with, I hired Empire 7 years ago to redo my Kitchen Floor and had a great experience dealing with their Customer Service and the Installer. My daughter that lives in Atlanta, Georgia had just bought a house and wanted to update their flooring throughout and I recommended Empire to her to call them and to get a quote. They really gave her a good deal comparing it to Home Depot and Lowes. So I called them to get a quote on replacing my Living Room carpet and they quoted me way more than the quote that they gave my daughter to do her carpet and her house by square feet is bigger that mine. I tried calling Customer Service several times which they would not call me back until after a week of continuous calling them to talk to someone about the pricing. They looked up my daughter's quote and still would not do anything about the price that they quoted me and would not even come out to remeasure the Living Room to make certain that it could have been measured incorrectly. So the statement that they will honor lowest guarantee price is a hoax to get you hooked into their price after you have already given them a down deposit that statement goes out the window! Please beware of this guarantee price because they do not honor it! My installation was due on a Friday so me and my husband took off work to be there for the installation after the first piece of carpet was put into place, the installer brought in the second piece and told me that there is a problem and explained and showed me that the warehouse shorted him carpet to do the room. He said that he would have to call Customer Service about it, so we waited and he said that he would have to come back the next day to finish the job. So my Living Room and Kitchen could not be used due to all of the furniture that we had to move to do the carpet. No one from Empire called to explain the situation with the shortage of carpet to even express their being sorry for the inconvenience. Horrible Customer Service ever! I tried calling them 3 ties in 4 days and they told me that there was nothing that they were going to do to compensate for the inconvenience that they messed the order up and we were shorted enough carpet. When someone finally did call me back after 4 days of trying to get someone to call me back she should that it is in the contract that they call come out to your house with shortages of flooring to unable them to finish a job. I have never heard of anything so ridiculous in all my life. Please beware of Empire Today to do anything to your floors. They have the worst Customer Service for a company. They do not care anything about how they treat their customers or how the Customer's experience is. I will never use them again in the future or refer my family or friends to them again. I would rather pay a couple of hundred dollars to get better service and be happy with the backing of the company versus being upset over a company that treats their customers that way. Beware! Do not use Empire! Sherry Carpenter
In March 2022 a salesman came to my home and gave me an estimate for laminate flooring for the front part of my house and I told him I can't have the work done until June when my CD was up, where upon he took a deposit of $769.63. I later added my master bedroom for installation.
I'm in a wheelchair and cleared the bedroom myself for the work to be done...the workers showed up and said the bedroom is not on the contract and after talking to my salesman nothing was resolved. I told the workers to leave and called Empire to cancel my $10,000 order. I got a very rude and condescending customer service rep, Megan, who laughingly told me I would not be getting my deposit back because of the time that had elapsed. My salesman never mentioned it was a non refundable deposit and I received no paperwork saying it was non refundable. What does it matter how long the time frame is?...it comes down to the fact that Empire screwed up my order, has performed no work and wants to keep my deposit. This matter will probably go to court.
We’re you able to get a refund?
I made a deposit to have carpet installed for my new baby that was coming. I ended up having him early and moved to a new apartment in which I no longer needed the installation done. I reached out to empire and informed them that I no longer needed the service and was informed that they could refund me my deposit. I said ok and informed the lady I no longer had the card or account that the deposit was initially made from. She told me not to worry I would be getting a call in 3 days in regards to the matter after 3 days and no response I called and was informed that the money was deposited to the card I initially made the deposit from. I told them that the card or account was no longer active and that the refund was pretty much sent to the air. They told me unfortunately they only return deposits to the card they took the initial deposit from and to call my bank and see what happened to the refund. Upon calling my bank I requested the number of the card that the refund was returned to and could not be given that information either from the Empire associate. So right now I’m out of $210.89 I keep calling and get transferred from person to person and none of my calls are being returned. I’m so frustrated to the point where I’ve just been crying because I don’t understand how can someone get away with blatantly robbing someone and I have no one to turn to…
Installer showed up late with a carpet sample that was not of the quality my wife and I had chosen. We decided to cancel and wait because it was going to cost us at least a few thousand more for a different type of carpet. We were told by multiple service reps that because we didn't cancel within the 3 days, something the sales rep failed to mention, that we would not be getting out 400 dollar deposit back. Who cancels within 3 days? We waited 2 weeks for the install and were presented with an inferior product. Of course there wouldn't be any issues within 3 days. This has to be the shadiest and most despicable business practice I have ever experienced. During a pandemic no less, when money is very hard to come by for most people. Who thinks they are going to get ripped off by a carpet contract? Next time I'll definitely read the fine print and I hope everyone stays far away from Empire today.
Empire Today did the exact same thing to me. The salesman came to my home and showed my examples, I gave him a $200 deposit. The next I decided to go with another vendor and called to cancel order and receive my deposit back. This was on june 20th, 2018. The customer service rep, said it would take 7-10 business days in which I would receive my refund. The 10th day being july 5th, he said if the money wasnt back in my acvount that I should call back. On july 5th I checked my account and sure enough the money wasnt there, so I called empire customer support again, the agent indicated that initial request I made on june 20th hadnt been submitted and now it would take another 7-10 business days. I took a deep breath, and calmley informed the rep that I would file a complaint with the michigan attorney general consumer affairs department, the BBB and both wdiv and wxyz consumer affairs department. I will never do business with empre today. I told all of my neighbors about my experience and will tell my city council as well. Shame on empire. Let the potential buyer beware and look elsewhere for carpeting.