Reply by Empire Today

Although your post is from a couple of years ago, I would like to apologize for your past experience with our carpet installation. We know our customers’ time is valuable and we want to make the installation process as hassle-free as possible. We realize how frustrating it must have been at the time to have installers come back several times to get a job done correctly that should have been done to your satisfaction the first time. We are continually trying to find ways to reach out to our customers. We know some time has passed, but would still like the opportunity to follow back with you and the installers involved. If you feel like still reaching out to us, please feel free to email me at customersupport@empiretoday.com or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Author's
Virginia Beach, Virginia
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I chose Empire because of the "next day installation" and they matched the Lowe's price. What I didn't know was the poor quality of their installation crews.

I was having a whole house replacement, they chose to do the lower level first. They completed this in about 3 hours. I came home to find closet doors not reinstalled, the track doors guides missing , radiator covers not reinstalled and AC vents just put back in place and not fastened. In one closet the never bothered to secure the carpet to the tack strips and the seams were horrible.

They left saying "its cutting into my golf time" and didn't even bother to clean up after themselves, just swept debris into my finished basement.

The second day the foreman called saying he'd be late, when he arrived he aboslutely reeked of marijuana. He did one carpet seam that was hideous and spent the rest of the day saying he had to do something else leaving two inexperienced carpet layers to finish the job. 13 hours later they got done, still left a mess and the workmanship was totally unsatisfactory. I'm on the 5th week of trying to get my carpet installed correctly, and the 3rd attempt to get the stairs right.

If you are thinking about buying from them make sure you get certified installers and you have plenty of time on your hands to deal with all the corrections you'll need to have done. They may get it right in the end, but its just not worth the hassle.

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