Reply by Empire Today

Lee, I would like to offer our apologies for the inconveniences caused to you and your family before, during and after your installation. It’s always our goal to make the installation process as convenient for customers as possible, and I’m disappointed that we did not meet your expectations. I understand you’re currently working with the local general manager and that we’ve been able to come to a mutually agreed upon resolution regarding the concerns you described in your post. If you have any further questions or concerns after everything is completed, please feel free to email me at customersupport@empiretoday.com or contact me via phone at 888-588-2315 x4195. We do take all of our customer’s concerns and satisfaction very seriously and want to make sure you’re happy with the products we’re installing in your home. Thank you. Rebekah Clerk, National Customer Service Manager
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Chicago, Illinois
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During the sales inquiry, our Empire Representative scheduled our Hardwood Flooring and Ceramic Tiling on the following day (wednesday). The following day Empire had the Ceramic and Hardwood flooring contractors re-routed throughout the day. We never had our installation completed on that day (Wednesday).

After never showing up to our home during my usual work day; Empire refuses to reimburse me for any of my lost time. Even though they scheduled an appointment with me and never showed up.

On Thursday, My pregnant wife and I were in the hospital for a baby delivery..

On Friday, the Ceramic Tiling contractor came and finished his job. But the Hardwood Flooring installers informed me that the documented job Empire told them, was not right. Empire is now requesting that I pay more money for the miscommunication with the contractors and the Empire Representative. After a 2 hour phone conversation with the stubborn Empire customer service I saved myself from these overcharges.

On Friday, the Carpet installers came to our home and said it was impossible to do there job since Empire over booked our installation days. They left and we had to reschedule once again for the following day

I know that some of my accusations against Empire are minor but every single irritating moment plays an effect on my views of Empire Carpet. During this process I have learned that Empire hires outside contractors to complete the In Home installation. In the future I plan to eliminate the middle man and work with the contractors directly rather than Empire Carpet.

I would love to change my review to something more positive but unfortunately the ChicagoLand Empire team has not helped me in any way.

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