• Report: #1100497

Complaint Review: Empire Today

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  • Submitted: Mon, November 18, 2013
  • Updated: Mon, November 18, 2013

  • Reported By: FtheC — Houston Texas
Empire Today
, Select State/Province USA

Empire Today Laminate Flooring Houston Texas

*Author of original report: You Don't Dictate Takeaways

*UPDATE Employee: ET Customer Support

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Thankfully I had done research and knew their prices and claims were bogus.  The only thing they managed to rip off from me was some time.

Their prices are outrageously high, and they use hard sell tactics.

Empire came to give me a quote on laminate flooring.  The sales rep showed sample books that didn't include prices.  I said I really needed to see the prices to choose, but she said their service is all inclusive, so a price per square foot is meaningless.

She measured, while I looked at the samples.  She wouldn't tell me the measurement, but she didn't know I had already measured.  She then informed me that the price of the laminate and installation was (by my calculation) almost $16 per square foot.

When I said that was out of range, she called her boss.  She emphasized to him that I wanted to buy "right now" (I had told her within 2-3 months, after I shopped multiple companies and options), that I was very familiar with Empire and the quality of their products and work, and that I was originally from Chicago where Empire started.  Talk about a sales person trying to make that personal connection.

Suddenly she was very happy.  Oh, her boss had offered a deal she couldn't even believe.  He happened to have exactly the amount of the exact flooring sitting in the warehouse.  It was scheduled for return to the factory not only that same day but within minutes.  Good thing she called when she did.  If I made the deal "right now", the price was only $8.50 per square foot.

I said I was still getting multiple estimates.  She replied "Oh no, as I told you, he's sending that flooring back right now if you don't make the deal."  I replied "Oh no, I don't like the hard sell tactics, and as I told you I have other estimates scheduled."

Her demeanor changed as she told me she would call her boss to tell him to send that flooring back to the factory.  She ordered me, "Remember when you get those estimates you have to compare apples to apples."  She went into a long explanation of their installation service - they move the furniture - and of the magic properties of Empire flooring.  She mentioned that less expensive flooring only lasts 3-6 months and isn't warrantied.

That's when I told her I can move some furniture, I don't want her $15 per square foot or, if I eat them now, almost $9 per square foot apples, and nobody tells me what I "have to" do in my house.

There are other flooring options with 25 year, 30 year, even lifetime warranties, installed, for $3 per square foot.  For under $10 per square foot, installed, I can have polished marble floors.

Beware of Empire's hard sell tactics:

- The sales person makes a personal connection with you.  After all, you can't say no to a buddy.

- They show you samples without pricing.  They want you to fall in love with the flooring, before you see the price.

- They hit you with super high pricing, so their very high pricing seems reasonable.

- They play the "I'm on your side, let me see what I can get my boss to shave off the price" game.

- They make no mention of advertised deals, such as "60% off all flooring", shown on their web site.

- They down sell competing products with scary phrases such as "that will only last 6 months."

Beware of Empire's outrageously high prices.


This report was posted on Ripoff Report on 11/18/2013 11:04 PM and is a permanent record located here: http://www.ripoffreport.com/r/Empire-Today/Select-StateProvince/Empire-Today-Laminate-Flooring-Houston-Texas-1100497. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

You Don't Dictate Takeaways

AUTHOR: FtheC - ()

Your sales rep explained your concept of all inclusive pricing.  It's a smokescreen designed to get customers thinking of "Empire quality experience" rather than price.  The pitch includes many lies.

- Empire provides quality flooring.  If you pay less, you'll have flooring that lasts 3-6 months, no warranty, and no service.

The reality is that the market price for even high end flooring is well below the Empire pricing.  Flooring, installed, for less than half of even the "low" price my new best friend in the whole world (your sales person) negotiated includes installation warranty and 30 year (some even lifetime) flooring warranty.

- Empire removes existing carpet, moves furniture, prepares the existing floor for the flooring.

Pulling out carpeting is an easy job that can't go wrong.

There is no preparation required for the base floor.

Installing laminate is like connecting legos.  It's that simple.

Any able bodied person can move some furniture in a few minutes.

- Empire's fabulous promotions

The promotions are bait.  The sales rep never mentioned the promotions.  When the customer mentions them, the answer is always "that's for different flooring than the one you selected."

An honest company would show samples that clearly indicate cost per sq. foot.  They would show samples that are included in the big time headline promotions.  It wouldn't take a call to the boss and special favors to achieve the "best price".

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#2 UPDATE Employee

ET Customer Support

AUTHOR: Business Response - ()

Frank, we’ve read your review, and we’re disappointed that your sales appointment did not meet your expectations. We would be happy to speak with you so that we can better explain our all inclusive pricing and the current promotion. We would also like to learn more about the concerns you’ve expressed here, and we’ll be following up with you shortly. You can also reach us at 888-588-2315 x3555 or customersupport@empiretoday.com. Thank you. Angelica Snell, Resolution Team Manager

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