Empire Today

Empire tried getting us to pay more stating it needed luan. We refused and they showed up. To back up we had shower leak and soaked the bedroom floor on one side, after removing part of the carpet we realized it had been leaking for a while as mold was on floor and wall. So to state my girlfriend was stressed wouldn’t be an understatement, as I was too.

Empire stated we needed to remove all loss items (Knick knacks, tv, clear out walk in closet etc.). So we spent the evening before to remove everything but bed and dressers, we needed help to move them as they are heavy and we both are older adults with health issues.

When installers showed up the had ask if we are okay with the flooring, we stated it doesn’t look like what we picked out. We regret not stopping there, but as I said we had both been stressed and just wanted the disruption to end.

After the floor was completely installed as we didn’t watch the install. We noticed how bad the flooring is, it was Grey we told the salesman we didn’t want grey flooring and even took the sample into the bedroom to see if it would match. This grey floor looks out of place with all the other flooring and wood trim we have in the house.

To further confirm it is wrong the transition pieces have the reddish color we picked.

We need the correct flooring installed or we are going to hire legal assistance.

Look at photos attached and see how off the transition strip is

My name is a Tammy Miller [protected]. [protected]@yahoo.com 1543 Hawthorne Street PittPa 15201. I have rescheduled my carpet installation 3 times because of the weather. The installer cancel without rescheduling your install date. I have to sit on the phone for 45 minutes your live chat doesn't work nor no one returns the call. My carpet was suppose to be installed today in Pittsburgh less than 10 percent chance of rain not suppose to rain again until Sunday. My porch is glass block enclosed There is only 3 steps exposed to the weather I paid 300 have a balance $432. I sat on hold this morning was told the installed canceled left a voice mail due to the weather I had no voice mail. The weather can be confirmed no rain I took a vacation day off to be home and canceled my mail. The installer the sales rep no one would return my call now I have to try your terrible customer service to get another appointment

A repost since I still am in no better spot after 2 days and promises the situation would be alleviated:
I don't normally do this, especially in the middle of a job, but after my terrible experience thus far, it seems warranted and may actually get the attention from Empire that I have not yet been able to achieve through conventional means.

I ordered vinyl planking from Empire for my small and square dining room and scheduled the job to be done today, April 1. I was at work when the installer came, so my wife handled the situation. After cutting into our carpet with no full explanation of what he was doing, my wife reminded him of the broken board in the room that had been noted by the Empire sales rep, to which he said he was unaware and we'd need to repair ourselves before he did any work since he couldn't glue the product to a broken board.

My wife understood there wasn't glue involved in the process of putting down vinyl planks, so she asked him what he meant, to which he said we ordered linoleum and it needed glued. We obviously didn't and have documentation to show as much, but the technician seemed unfazed, called his boss and simply said he had the wrong stuff and just left, which is rather unprofessional to begin on its own.

My wife called Empire customer service and was told we were right about our order and they would call the Installation Department and they would call us back to sort things out. We needed this situation alleviated quickly since we had moved the contents of the room into our living room, making for extremely cramped conditions for our family, which includes our 10 month old little girl. After not getting a call back from anyone for several hours, she called again, where that rep seemed surprised and said she thought they would just wait to call the Installation Department until Monday (in two days)- which is unacceptable.

After my wife spoke to this, the rep said she'd leave a message and we'd just have to wait, which is also unacceptable for a company to have no intercommunication at all and no one higher to streamline the process. I called hours later, trying to get something more in the way of help or at least timeline or to speak to someone higher up, but I was just told to wait and hope I would receive a call soon.

So here we wait, a cut carpet, a cramped living room and a major company that seems to have no synergy or sense of responsibility at all. We need this job done before we adopt a new dog to replace my beloved Beagle who passed away from heart failure recently, so we're basically stuck and at the whim of a company in Empire that just doesn't seem to care about handling their own mistakes in a direct and expedient manner. I can only hope for the best, but I felt it only right to share my story so others know what could happen and maybe, since Empire seems to respond when it's their online image that is being besmirched, I'll hear back from someone who will actually do more than the bare minimum.

As a bit of an update, it is now Monday, the day I was told by Empire on this page the problem would be addressed and handled without issue. No one called, I had to call. A note was put into my account file that said the job was to be moved to May 1, which is just not acceptable, and I was never made aware of this by anyone. I was then forwarded to the Pittsburgh branch office, where I only got a voicemail machine and no call back after that. So, I'm curious, what is your answer to my issue now?