Reply by Empire Today

Dear Tina,
We are disappointed that your initial experience was not a positive one, and understand that your order was cancelled per your request. If you continue to have questions or concerns please contact us at
Thank you.
Longmeadow, Massachusetts
Customer service
Price Affordability
1 comment

I was supposed to have carpet installed today (9/2/15) and spent 2 hours tearing my house apart to get ready for the installers. Instead of calling me first thing, they waited until 9:30 to call to say they needed to reschedule.

I have cancer and am recovering from a broken back, so getting ready for them was not easy.

I called them back and asked to talk to a manager (who from the first call was supposed to call me back and didn't). So I told the young man who put me on hold 3 times to try to get someone that if they didn't come today, I wanted to cancel the whole thing. I have read other reviews and most everyone was unhappy with having to pay in full, up front, before installation. I knew this was the case but was willing to do it.

So now I am am still waiting to hear from them and if they do not call in the next 15 minutes I will call back and cancel the whole order.

Very unprofessional and it's funny that they called twice and sent multiple e-mails to be sure they could come on 9/2/15 and now they are not coming. I will be calling a local company to get new carpet as Empire does not deserve my business.

Product or Service Mentioned: Empire Today Carpet Installation.

Reason of review: Poor customer service.

Monetary Loss: $2600.

Preferred solution: Full refund.

I didn't like: That they did not come the day they were supposed to.

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Hi Tina, we regret that you were inconvenienced by your missed appointment. We never want our customers to be disappointed in our service, and we understand your frustration.

We understand that we've been in contact with you and that you decided to cancel your order. Please do not hesitate to contact us if you would like to discuss this matter further, or if you have any additional questions or concerns.

Thank you.