EmpireToday laminate flooring

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, �American Way�, 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 12�x12� 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 EmpireToday�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 Empire�s subcontractors NOT left the label behind we wouldn�t have had ANY idea that they tricked us! EmpireToday�s had us fill out TWO �Certificate of Completion� forms and we have one copy that shows that we did not sign it and the check box for �Material was verified for correct product and color?� 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 installer�s signature. We only saw two �Certificate of Completion� 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 EmpireToday�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=xml_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 card�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 EmpireToday�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?

Comment On This

The customer was contacted and an agreement was reached. He is now satisfied with his Empire Today installation.

Comment On This

Thank you for bringing these concerns to our attention. Empire Today's management has been in contact with the customer and we reached a resolution. The customer is now satisfied with the service Empire provided.