Reply by Empire Today

Terry,

we understand that we’ve been in contact with you to attempt to resolve this matter. We regret the delays that occurred during your installation process, as we never want our customers to be inconvenienced. Please don’t hesitate to contact us with any additional questions or concerns at 888-588-2315 x4195 or customersupport@empiretoday.com.

Thank you.
Rebekah Clerk,
National Customer Service Manager
Author's
Raleigh, North Carolina
0 comments

We decided to re-carpet our carpetted areas. First, we checked the Home Improvement stores (HD & The 'L' place); thousands of pieces of carpet yet no one who knew carpets at either place. Checked a few stand-alone carpet places-- either too high or too low-quality. Decided to give Empire a call. SHOOT ME IF I EVER RECOMMEND THEM TO ANYONE!

Peter the Slick salesman arrives on a Saturday; half hour late, but that's ok. He thinks we're some sort of rubes but he's pleasant enough. When he gives us his 'best price', I say it's too high and offer 15% less (which brings it down to the Home Improvement places' price). He does the ''let me call my boss routine- yada yada yada'' and they agree to the cost.

We decide 2/3rds of the carpet will be installed the following Friday (the in stock pieces) and the remaining ''TBD''.

I get a call the next day (Sunday) reminding me of my Friday install (installers can arrive anytime between 8am and 6pm). I get a call AND an email on Monday, reminding me of my Friday install (installers can arrive anytime between 8am and 6pm). I get an email on Tuesday saying I ''must call them and confirm the Friday install or they will call me'', which they do before I see the email and I'm reminded that ...installers can arrive anytime between 8am and 6pm. I get an email and a call on Wednesday, reminding me of my Friday install (installers can arrive anytime between 8am and 6pm). I get a call Thursday reminding me of my Friday install and that the installers could arrive anytime between 8am and 6pm. DID YOU GET ALL THAT??

So, Friday arrives... at 3pm I call Empire. After pressing several buttons, the message says, ''Installers can arrive anytime between 8am & 6pm-- YOU CAN HANG UP NOW or wait for a customer service rep'' Ok, ok, I get it... they're probably on their way.

At 6:05pm I call Empire- I WANT TO CANCEL MY CONTRACT!! You m$%^#^ers call me everyday and then don't show up?!?!

Peter the Slick calls me 5 minutes later. ''I am so sorry! This is NOT the way Empire works. I've never received a call like this... sob, sob, sob. Can we PLEASE put your carpet in tomorrow?? (Saturday) If you don't hear from someone by 10:30am give me a call (which is the message I am supposed to hear when I call them, but never did!)''.

I agree; the installers arrive at 9am and are VERY nice men. One of them speaks perfect English and they do an excellent job of carpetting the upstairs. I tell them that I hope they will be the ones coming back to do the downstairs Berber when it comes in.

Two days later the Berber arrives; I get a call- ''We will be coming between 8am and 6pm on Wednesday...'' I cal back, No you won't! Allow ME to tell YOU when is convenient-- is that ok?

We decide 2 Fridays later- 11 days. On Monday the calls and emails start again. ENOUGH IS ENOUGH!!! I tell them and they don't call again until Friday morning at 8am (the date of the install) to say they will be there between 2 & 6pm. Excellent, I say!

At 5:54pm on a Friday night they come screaming up my driveway. Ok, ok...it's the same crew; excellent!! I'll forgive the fact that my night will be ruined to get this over with.

The lead man starts measuring-- oh, did I tell you that I'm a general contractor? Well, I am...-- I notice that he's measuring 2 ways; I ask, ''You're not putting TWO SEAMS PERPENDICULAR TO EACH OTHER IN MY BERBER, ARE YOU???''

... ''I have to, they didn't send enough material to do just one seam''

Berber is fairly hard to seam in the first place... putting 2 seams in WILL BE NOTICEABLE.

How much more carpet did he need to send? FIFTEEN INCHES!! He sent 30 feet when he needed to send 31'3''!!

I called Empire to say that I had had it with them; to take the carpet back and refund my money. Of course, that department was closed so they'd call me back Monday morning. It's now Monday afternoon. I just called; ''Someone will be calling you back in 1-3 days to let you know what your refund will be''

Oh, I already know what it will be!!

End of story: AVOID EMPIRE TODAY AT ALL COSTS!! There is no such thing as a SALE, there is only SALESMENSHIP! They are clueless as to scheduling and the customer service stinks!

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