Reply by Empire Today

Janet, thank you for making us aware of the issues you’ve been experiencing with your product post-installation. We want to provide our customers with world-class service, and we understand that we’ve spoken to you and that we’re currently working towards a resolution. If you have any questions during this process, please feel free to contact us at 888-588-2315 x4195 or customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager
Author's
Pittsburgh, Pennsylvania
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Update by user Mar 19, 2012

Empire today sent out a salesman and offered an upgrade for a fee. Since then the new carpet has been installed and I am now satisfied with this carpet.

Original review posted by user Feb 17, 2012

Had carpet installed on 7/27/11.Noticed that where people sit on the floor that the pile is smashed down and will not come back up.

Called Empire and Chuck came out on 1/26/12. He took samples and tried to find dirt but could not since we don't wear shoes in the house or eat in that room. He told me that he would get back to me in two day. When I did not hear from him I called him on 2/1/12.

He stated that there was no manufacturer defect and that he would have someone call me since I was not satisfied with the carpet. He also stated that I had not maintained my carpet by professionally cleaning every six months. Are you kidding me! The carpet was only six months old when he was here.

Spoke to several carpet professionals who told me that doing that would break down the fibers. Called him again on 2/13/12 since no one called me and he then told me that the person that was to call me had twins. Good for him, not so good for me. That day Jeff Weiss called to set up an appointment and he was told I wanted to replace my carpet.

When I explained what had transpired he told me he would have a manager or customer service call me. Today is 2/17/12 and still waiting. The initial salesman assured me that this carpet would wear well and that I would be happy with this carpet. I recently went out to price other carpet and I believe that this carpet is extremely over priced.

I am in real estate and recommend to sellers when they need to replace carpeting. I could not in good conscious ever recommend Empire. It may look nice when it is new but six months after a buyer moves in they would be very upset with my sellers. I priced out carpet at Lowes and Home Depot with higher density and their carpet is less money.

My next step is the BBB and small claims court.

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