Reply by Empire Today

Roberta, we understand that we’ve been in contact with you and that your appointment to select a new product occurred on Tuesday. We realize that your time is valuable, and we regret your missed appointments because we never want our customers to be inconvenienced. If you have any other questions or concerns, please don’t hesitate to contact us at 888-588-2315 x4195 or Thank you. Rebekah Clerk, National Customer Service Manager
Providence, Rhode Island

We made the mistake using Empire Carpet to replace our carpet in our home, 3 bedrooms and the stairs. The sales man Bob LaChapelle; completely mislead me about the carpet I purchased and the services Empire offers. Bob told me that if we were not satisfied with any aspect of the carpet, they would return the next day and correct it or reinstall the carpet. Bob then showed me carpet examples that were "better" than the carpet that was in my house. I am not an expert on carpet so I believed Bob.

The carpet that was installed was lower grade, yet more expensive then the old carpet. The padding was lower grade too. The carpet that was installed had no bounce and I could feel the floorboards under the carpet and there is a line around my entire house where the unpainted baseboard shows.

When I called Empire to complain, (I had to make several calls before I was able to talk to someone with authority) I was told that I had to pay for the difference in price of an upgraded carpet and the installation!!! The initial customer service person tried to blame me for their deceptive practices and said I should have known the type of carpet I was selecting! I was outraged and when I finally spoke to someone who agreed to have the carpet reinstalled with a higher-grade carpet and padding for no cost.

The sales person EJ who was to come to my house to have me select the carpet, finally called me, after I had to call and complain that no one had called me. He initially was very accommodating and scheduled for Saturday afternoon. The then called Saturday afternoon and said his care died and rescheduled for Tuesday at 7pm, he called Tuesday at 7pm and said he was running late and would be at my house at 9pm! I declined the late appointment and rescheduled for Saturday at 10am. Of course, EJ did not show and did not return my two phone calls to confirm.

We are now going to our credit card company and requesting a full refund! This whole experience has been an outrage. Please do not use Empire. Even though they advertise nationally, they did a horrible job and are very deceptive!

Product or Service Mentioned: Empire Today Installation.

Monetary Loss: $2.

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