Reply by Empire Today

Dear Brian,
Thank you for your post. We are happy to hear that your experience had a positive turn around, and that your concerns were answered at a timely manner.
Thanks for sharing!
Bolingbrook, Illinois
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Epic Empire Carpet Install Fail

Salesman came out ontime, the only thing that happened ontime.

After putting down a cash deposit, install appointment was made for Jan14 PM (after 12). A message was left on voice mail, saying the install crew was on way and would be there around 9.30am. I called and said that wouldn't work. As I explained to the salesman at time of sale, I can not be here before 12. The office said they couldn't change the time but could cancel the install and reschedule for another date. I asked how its possible to contact the installer to cancel but you can't to change the install time to what i requested. They put me on hold and came back saying they reached the installers and they will arive after 12. Awesome one hurdle accomplished, just wish i knew the drama that was to unfold a few hours later.

Installers showed about 12. Said there scheduler talked to me before hand and that I said AM install was ok, that was a lie. The installers questioned it because paperwork clearly stated a PM install. They showed me the carpet in van to be installed, before removing it. The carpet was not even close to what was chosen with the salesman at time of purchase. They said they would go back to warehouse and return. I was fine with that, explained that it wasnt a problem, as long as you come back today, anytime i dont really care, as long as it's today. They said no problem, then by 6pm never came back. Called salesman (which is a stretch referring to him in that manner). I requested order to be canceled. Salesman said he would knock money off order an said he would request they do the install on Jan15 by 9.30am. I finally agreed and said if they are not here by 10am, I can't wait and will not be here had to go to work. The installers didn't show. I left and called the salesman, explained that i had to leave. He informed me that i should cancel the order then. He said its not in his purview. Last i checked from the beginning to the end of a sale is in the complete purview of a true salesman. My son was home, so i figured id let things roll and see if they show up later, they did. Just as i was going to leave work to come home and wait, my son calls to inform me the installers are here. Great wonderful, well no not really, because apparently they brought the EXACT wrong carpet as the day before.

Called office and said they need to check the salesman board against their inventory because something is truely wrong. Who sends out the wrong carpet twice in concecutive days, Empire does that's who. After a few calls and having to wait. Epire claims the salesman sample board was incorrect and that I would have to schedule another get together the following week. I explained that I didn't understand why someone couldn't come to me today or even i could meet someone where ever they wanted. I had 2 rooms of stuff packed into 2 other rooms and the hand rail on 2nd floor removed, ahead of the imstall. I needed the carpet installed, i had expected it to have been installed. I did everything i could, Empire did everything to not install it.

I canceled the order and requested my money to be returned. They attempted to offer a further reduction in price, that i did not accept. It's not about money at this point, it's about getting product, it's about service, it's about wanting to deal with people who believe their purview goes beyond holding your hand out and accepting cash, before your run away and hide.

I would not recommend Empire for anything, unless it's nothing you are looking for. They have an endless supply of that.

Product or Service Mentioned: Empire Today Carpet Installation.

Reason of review: Poor customer service.

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From my experience Empire does actually read these reviews. Your experience may be different, like anything it really depends on who you are communicating with at Empire.

The 1st people were a nitemare. The 2nd set, from the sales rep to customer service, is what you would expect from a company wanting you to be there customer.

Empire sent a different Rep to our home on 1/19, who was night and day better then the 1st Rep. Another type carpet/color was chosen. A schedule was set for 1/22 for the install.

The installers arrived exactly in the time frame quoted, the carpet was exactly what was ordered. They did a great job installing. The stairs and hallway offered up some challenges to their install and they handled it well.

The experience the 2nd time around dealing with Empire, the efficiency and quality of the install, the completed look to the room was excellent. I have a couple other rooms that will need new carpet in the future and will be working with Empire for those rooms also.

I would think after the way things turned out, the 1st time was a fluke and the second would be more representative of what to expect.

Best advice I can give is, if a rep comes out and you feel the setting is going more in the direction, it's about them and not about you. Stop it and ask them to leave. Call empire and ask for someone else to come out. Empire can and does do a good job for the price/quality/service they offer.

You have to be working with the ones you are comfortable with from the start.

I had cancelled the order and they still reached out to me after reading my original post. I gave another chance and working with different people from Empire and am glad I did.


Hi Brian, we understand your frustration at the delays in the installation, and we never want our customers to be inconvenienced. We want to make things right for you, and we will be contacting you shortly to discuss the situation.

You can also reach us at

Thank you.

to ETCustomerSupport #1096813

Is "contacting you shortly" something you actually do or is it just an automated response? I haven't herd anything from anyone yet.