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We paid over $9000.00 for LVP Floating Click flooring. For the past 6 months I have been calling customer support, sending emails, my husband even went to their face book page to hopefully spark some human response but unfortunately none of those methods have worked. I have left numerous messages, starting back after installation (which was Sept 2021) because we got charged for baseboard as well as 1/4-inch round, we never ordered or used. We specifically told the salesperson; we would install our own baseboards & certainly did not need 2 boxes of 1/4 inch round.
We want a refund (maybe that was the problem every message I left was regarding wanting money back from them) because almost 2 years later, we still have all the extra material we were charged for, never ordered & didn't want. I never received a return call, & my husband ultimately got blocked from their Face Book Page. We even contacted our salesperson several times, he was of no help. He could not make money off us calling him & complaining constantly, so he quit answering either one of our calls.
Fast forward to present - My floors are coming up, they are warped, there are spots when you step on them that click and crack so badly, you feel like you’re going to break them. I have attached pictures, please see the horrible warping & planks coming up for yourself.
If I can't get a response this time, - I will contact the local TV station for help, &/or the BBB. I cannot spend over $9000 on flooring that in less than 2 years is already coming up. I am embarrassed to have any guests over, as no one can walk on the floor without it cracking & popping. My granddaughter cut her knee crawling over a "plank" that was coming up.
My email is [protected]@gmail.com - I pray to get some help from someone, because I am pretty sure if your house looked like mine after spending that kind of money, you'd be unhappy too.
Please do the right thing & return your customers calls/emails because not only is it the right thing to do, but flooring is not cheap and being overcharged, and now having terrible product in my house, less than 2 years after I’ve purchased it, and spending over $9000, is a terribly difficult and biter pill to swallow.
Thank You
Eileen
Desired outcome: Money back on overcharged, not ordered product.Flooring evaluated and replaced, if necessary, with a product that doesn't warp.
I have forwarded both my husband & my contact information along with a copy of our contract for reference to the email noted above.
I will continue to update this review as appropriate, as we HOPEFULLY work with someone to resolve this issue.
My goal is to hopefully turn this into a positive outcome and positive review from a company that is willing to make a bad situation right.
Email with contact information has been sent. Will update this review as appropriate.
***UPDATE****I sent off an email as I previously stated, & have now received a response from their customer experience team member stating they have located our account, and are directing our concerns to the correct department. Also noted we will be contacted within 2 business days to discuss further****
Will continue to provide updates.
******UPDATE******* Today is Tuesday October 24, 2023 - So its been over a month since my first posting. So far, to date, Empire Today has done everything in their power to make our floor right.
After I submitted the information they requested from this original post, they sent out someone to evaluate the floor for damage, (water damage, abuse, etc) this happened the end of September. Obviously, it was determined it was either faulty product or faulty installation. Doesn't matter who was at fault for me, but I understand the business side of figuring that out.
About a week later, I received a call from Dena (sp?) customer service, who set up an appointment for someone to come to the house for us to pick out replacement flooring. I did not want to go with the original manufacturer for obvious reasons. We met with the salesman Oct 13, 2023.
Last week Dena called to update me on the status of our replacement project. Advised once she could confirm they had the product she would be calling to get us scheduled for the work. I got that call this afternoon & am happy to report we are getting our new flooring installed Monday Oct 30th, 2023.
Everything related to this experience since I posted this original review, has been very positive.
At this point as long as the flooring we are getting re-installed is a good as we anticipate, this is definitely a company that listened (once i found the right platform to be heard) and took the appropriate steps to work with us & make an unfortunate situation right.
I would recommend Empire Today to my friends &/or family, and I would do business with them in the future. Thank you Empire Today for making this situation right, & turning an unhappy, frustrated customer into an advocate to your business and customer service.
Eileen & Russ Gates
Glendale Arizona
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