Reply by Empire Today

Jennifer, we are sorry to learn of your disappointment with your order. I understand you spoke with one of our managers recently and several options were presented for resolution. Should you have questions, or would like to discuss further, please contact me us at customersupport@empiretoday.com or 888-588-2315 x 4195. Rebekah Clerk, National Customer Service Manager
Author's
Concord, North Carolina
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We had new carpet installed in February 2011. In August I notified Empire Today that the nap on the carpet wearing.

On August 17, 2011 they sent out an Independent Contractor whos report stated that he tried a grooming brush to raise the nap and found grooming made very little difference and that matting and crushing were not covered under the manufacture warranty.

On August 30, 2011 I spoke to a representative with Empire, and asked who the manufacture was and she told me that Empire backs the manufacture and that Empire would handle this matter.

I spoke to her supervisor September 2, 2011 who told me that I needed to get my own contractor to inspect the carpet. Which baffles me if his own contractor stated the carpet was matted and crushed. The supervisor also told me that Empire was not going to replace the carpet which is the only thing that can been done at the point.

I CAUTION ANYONE WHO IS GOING TO MAKE SUCH A BIG INVESTMENT IN THERE HOME NOT TO USE A COMPANY THAT CAN NOT BACK THERE PRODUCT FOR 5 MONTHS!!!!!!!!

Monetary Loss: $3000.

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