Reply by Empire Today

Tricia, our mission is to make beautiful new floors easy for all of our customers. We accomplish this mission by putting our customers first and working with a sense of urgency to address all of our customer concerns.
We've located your order and will be following up with you shortly to start working on a resolution.
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Purchased $12,000 worth of flooring, mostly carpet in February 2019. We went with the premium carpet based upon the sales pitch and the promise of Empire service and 20+ year warranties - HUGE MISTAKE in choosing Empire any day!

By March of 2020 we noticed the carpet begin to bunch and had striations in the fibers.

When we called Empire, we were advised that any bunching is an installation issue and our installation warranty expired the month prior. After long and painful iterations of taking and sending photos and conversations with our customer service rep, Clarissa, they finally agreed to send someone to inspect. The inspector told us there appeared to be issues with the quality of the carpet; perhaps it was near the end of the roll and was too tightly rolled in shipping. We relied on his expertise and expected Empire would stand behind the product they sell and take care of us.

After 4 weeks, we were finally told our claim was denied. Upon our requests for an explanation of why they would not stand behind their product; again, they sent another representative. This person adamantly expressed his opinion that they needed to replace the carpet and even called his boss within our earshot and told her the same.

Keep in mind, we would have been happy if they would just offer to help us tighten it up and remove the wrinkles. We were so tired of dealing with this company - even if they charged us $75 as originally offered (back in MARCH!!) but they were not even offering that anymore!!

Now we sit 3 weeks from being told a regional manager will call us. We are so tired. All we can do now is warn as many people as we can ...... DON'T TRUST EMPIRE WITH YOUR $$$.

It's not worth the risk! They will leave you disappointed and frustrated if anything goes wrong with your job. It is not worth it.

It's Lowes and the depot from here on out. I will save money and have a better chance of recovery if something goes wrong.

User's recommendation: Do not choose Empire. If there are any issues, you will get no support.

Product or Service Mentioned: Empire Today Flooring.

Preferred solution: Let the company propose a solution.

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