Reply by Empire Today

Robert, I’ve read the information that you’ve posted regarding your concern with your recent carpet purchase. Since you’ve provided information in your post, I’ve been able to review your file; it appears that a member of our Customer Service Team has worked with you on options for a resolution. Empire stands behind its products – we offer a one year installation warranty along with each of our products come with manufacturer warranties. I can assure you that the products shown during your in-home estimate are the same quality name-brand products that we install. However, I want to ensure you are satisfied with the product, your satisfaction is very important to us. I understand that you are in contact with our local manager in your area. If you require additional assistance, please do not hesitate to contact me at or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Norwalk, Connecticut

I had a salesman in my home 3 days ago and he gave me a ridiculously high quote. After a few minutes he eventual brought his price down to a reasonable level. At the time of the negotiation I repeatedly asked him if the carpet in his sample was the same as the carpet I was going to receive... each time he assured me it would be.

When the installers showed up several days later they showed me the carpet in the back of the van and asked me if "it was the right color"? It was, as far as I could tell from the corner they turned down of the roll. I said is that "winter wheat" they said "yes" so all was good. I asked them if they would be able to replace the transitions between the wood and carpet and they said they would. All seemed ok so I left my wife with the installers and headed out to work.

When I returned home I was appalled at what I saw. They left a roll of the extra carpet in the kitchen and I could immediately tall it was not the same "texture" or "pile" of what I had seen during the sales pitch. It was not even close! I reluctantly went to the bedrooms to see and feel it first hand. It was so thin I might as well have just laid towels on the floor. Around the edges you can actually feel the tack-strip through the carpet. The transitions strip in one doorway wasn't even screwed in it was just laid in place with the screws slid into the holes. In the other doorway their screws were only half sunk and some cheap brass type that when I tried to sink them further they just stripped...

I immediately called the salesman and he sent me to the 1-800 number. The people there gave me a "number"... What this "number" means to me I have no idea. From what I can gather I just entered the first level of their corporate run-around. I guess I am supposed to wait for them to do something, needless to say I am not going to hold my breath.

I have never done this before and I am posting this in hopes of saving at least 1 person from the horrible deflated feeling of having spent hard-earned money only to be disappointed by a company with poor morals.

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