Reply by Empire Today

Ann, I’m sorry to hear about the issues you’ve had with your product and for any confusion about what’s covered under the manufacturer’s warranty. It’s our goal to ensure you’re satisfied with the end results as we try to work with any customer that experiences problems. It is my understanding that an outside inspection was performed and that we’ve offered to work with you on a solution. A member of our customer service team will follow back with you shortly so we can begin working on a resolution together. Please feel free to email me at or call me at 888-583-3000 x4195 if you have any questions or concerns before this time. Rebekah Clerk, National Customer Service Manager
Washington, District Of Columbia

Within approximately a year there were unusual markings on the carpet in several rooms. I called customer service and they sent a technician.

He said that these were what they called "water marks" and that the manufacturer would not consider this a defect so they probably wouldn't replace the carpet. However, he would turn in his report and someone would get back to me. That never happened. I had to run them down and got the same excuse that the technician had given me.

I called to speak to a supervisor and after several days was given the same excuse. Bottom line, I'm sorry they are having problems with the manufacturer but that shouldn't excuse their customer service to me, the customer.

Monetary Loss: $4.

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