Reply by Empire Today Mar 06

Dear Lisa,
We were saddened to read your post. We noticed that time has passed since your last posting. If you continue to have unanswered questions or concerns, please contact
Thank you.
Malibu, California
1 comment

Purchased from Santa Fe Springs location - After my new berber style carpet starting coming apart, I called customer service for repair.They scheduled my appointment for a Saturday between 9-12 and then I was called at 8:30 am on that Saturday that they had to cancel but rescheduled for the following Saturday.

The following Saturday, I received a call at 8:15 a.m. that again they had to cancel but for sure they would do it on the next Saturday between 9-11 and give me a call one hour before arriving. I called at 9:30 am on that 3rd Saturday to find out the status and they said I was still on the schedule and should receive a call one hour before. At 11:20, I called again and I was told that they will be there 12 -2 which is far off of the 9-11 window I was given.

I told the rep that I needed an answer right away about where they were so I could plan my day. She could not give me an answer.

I have lost total faith that they will ever come out.They advertise good customer service but believe me, it is FAR FROM GOOD !

Review about: Berber Carpet.

I didn't like: Canceled appt 3 times at the last minute.

Review #899973 is a subjective opinion of a user.

Value for money
Customer service
Advertised vs Delivered
Turnaround Time
Product or Service Quality
Service Scheduling
Reason of Review / Monetary Loss Faulty Installation & terrible customer service / $1500
Preferred solution Full refund

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Dear Lissa,

We are sorry to hear that your experience was not a positive.We want to help and will be in contact with you soon to discuss your concerns in more detail.

Thank you.

-ET Customer Support