Reply by Empire Today

Thank you for making us aware of your concerns, Alex. We understand that we’ve been in contact with you regarding the issues you’ve been experiencing and that we’ve scheduled an inspection. If you have any questions, please call us at 888-588-2315 x4195 or email us at Thank you. Rebekah Clerk, National Customer Service Manager
Rochester, New York

We had a sales person Cindy Stamper come to our house and sold us carpet from Empire Today. She was nice and did a professional job.

The carpet was installed on 12/3/11. There was a problem with the paperwork on their end which did not affect the installation but became a problem later when we tried to contact the company with a complaint. The installers were so fast that they showed no care for our walls and caused us to repaint. We complained to Empire Today who offered to look at our walls and do a touch up.

We opted to just do it ourselves. This must have put us on a "complainers list". Four months of normal use and proper care of the carpet has caused the carpet to look worn out and matted down. We called Empire today and my wife was sarcastically told by Local Customer Service Manager Roger Thorton that carpet is made of plastic and doesn't ware out.

His attitude was horrible and unprofessional. We were told that we need to call back to schedule a representative to come take a look. We have called 6 times and always have the same response. We get a helpful customer service rep.

who can't locate our lost order by phone number. Then we give her/him our assigned activity number (1-732558958) and they put us on hold for 5-10 minutes. They return and tell us we will receive a call the next day from Roger Thorton . He has NEVER called back.

We gave them both our phone numbers and they have our email. We are being ignored with the hopes we just give up. Empire Today has not done what they claim and is a fraud. I don't say this without fact.

Their recorded phone records should show all our calls. I will be taking this up with the BBB.

Product or Service Mentioned: Empire Today Installation.

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