Reply by Empire Today

As a member of our Customer Service Management Team, I apologize for the service that you received during your installation. It is our goal to ensure that customers are satisfied with every step of the Empire process. We know that making improvements to you home is an important and big decision; our goal is to make it hassle-free and provide you with the highest level of service. Prior to our installation teams leaving the customers home, a review of the product installation should have occurred; this gives the customer an opportunity to see the new product, the installation quality, identify if there are any issues or questions and then provide the customer with information on how to reach us in the future along with the information on accessing the product and service warranties. We work with each and every customer is there is any concerns that arises of if by chance any damage occurs. I would like the opportunity to speak with you about your installation and service; as a member of Empire and the Customer Service Team I truly want to ensure you are satisfied with your products and installation. Since I don't have contact information to reach you, if you are interested in discussing your concerns, I can be reached at or via phone at 888-588-2315 x4195. I do look forward to hearing from you.
Milwaukee, Wisconsin
1 comment

Just had carpet installed from Empire and it has been a terrible experience. The first installation crew was less than professional and only one guy spoke broken English. They damaged a heat vent by severely bending it in with their stretcher and then claimed it was like that when they got there. They tried bending it back and anyone knows bent metal cannot be returned to its original smooth finish. It will have to be replaced

The upper hallway was pieced together in three pieces which I was never told would be done. They cut the carpet around the mantel when I specifically asked that it be placed underneath it. There was a gap between the carpet and the mantel. They left a mess in the hallway and never put the furniture back as I was promised. I thought they were taking their tools out to the truck and were coming back in to move the furniture but they just left.

I had a second crew here yesterday to fix the carpet where there was a gap by the mantel. The customer service rep told me they would replace the whole strip since that is where the seam is and they would only need a strip 4' x 20' and it was from the same roll so it would match. When the crew got here they said they couldn't guarantee the color would match and that the seam may not meld well since the carpet had been in place for 3 days. I told him it really hadn't been walked on in that area and he said it didn't matter. I didn't want to take the chance that the color wouldn't match so they stretched the carpet by the mantel to eliminate the gap. The carpet does look better, however the guy took several gouges out of the oak mantel with the tool he used to tuck the carpet edges back under the trim and the mantel. I called customer service and now they need to send someone out to repair the mantel.

The second crew knew nothing about the carpet in the hallway being replaced so after talking with customer service again yesterday I am now waiting today for yet a third crew to arrive and replace the piecemeal job in the hallway. The customer service rep guaranteed that I would be the first appointment of the day and it is 11:00 and they haven't arrived. I called the general customer service number to find out where they are. After being on hold she told me that the driver left his phone at home and she couldn't get in contact with him (how did she know he left his phone at home if he didn't have a phone to let her know that?). I am tempted if/when they show up to tell them to just go away as I am worried what they might damaged today.

I think it is ridiculous it has taken 3 appointments and things still may not be right. In addition I have to schedule to have a furniture repair company come out to fix the mantel. I would recommend anyone considering new carpet stay away from Empire unless you have a ton of free time to sit around waiting for them to keep coming back, trying to get it right. Needless to say, I will never use Empire again.

Product or Service Mentioned: Empire Today Installation.

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We were paying cash for carpeting and when they got there to install it we asked to see the carpet so we could check out the color and quality. We were told that we couldnt see the carpet until we paid them in full.

We werent even asking for them to take it off the truck we just wanted to see it. Never again.