Alan Zachery, customer service mgr, has ignored my calls for over a week. My wife and have purchased carpet from Empire 8 or 9 months ago. We were really unhappy w/ it, so we called, they came out, upgraded us at OUR cost, and now this carpet is even worse. This was supposed to be their best. It sheds so bad, that there is not a vacuum strong enough to suck up all the loose fibers without bogging down the machine. I have tried them all!
Empire sends their own inspector and he kind of agrees, and informs us that this carpet probably missed the final combing at the factory before is was rolled and shipped. Now this is the second mention of this so called final combing at the factory. Their solution was to send out the carpet cleaners and have then wet it and heavy duty suck it to remove all the excess fibers. We let them do this, even though I was calling BS on it. They moved no furniture, and only did the walk areas.
We still can't vacuum without unclogging the machine. We are using a carpet rake , and are gathering up basketball size of carpet fuzz balls.
When empire turned us over to Alan Zachery, customer service mgr., I ask him about this final combing stage at the factory. He says he has never heard of that and asked who did I hear that from. He was shocked when I told him 2 of his prized employees. He claims he trained them, and never taught them about a mysterious final combing. His plan now, was to send an independant carpet investigator to survey my situation. Now this is a company that Empire is paying to come give an unbiased opinion of my *** carpet. Not real fair. We went with it 2 weeks ago, and now we have heard nothing. I have called Mr. Zachery every day the past 2 weeks and left messages. No response.
I JUST WANT MY MONEY BACK TO GO ELSE WHERE TO BUY NEW CARPET!
My opinion is Empire sells factory seconds, so you pay for this much, and you get this much is a total scam.
DON'T EVER BUY FROM EMPIRE TODAY, LLC