Reply by Empire Today

I understand your post is from a few years ago, but we are continually trying to improve our customer service and would like to follow back with you. I apologize for the inconveniences you experienced in 2008 because of the improper measurement of your carpet, the delayed installation of your laminate and the frustration you experience reaching our to our customer service. It is our goal to ensure that customers are satisfied with every step of the Empire process. If there is anything we can do for you now, we would like to reach out to you. Please feel free to email us at or call 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
Kearny, New Jersey

The sales person who measured the rugs did not measure correctly. This resulted in the installer having to reschedule the installation.

The sales person also neglected to order the laminate flooring trim, requiring the installer to reschedule the installation. The rugs were installed at the next scheduled date, however the flooring trim installation dates were not kept. Customer service made promises that were not kept. Some calls were dropped by customer service, requiring additional wait time on the phone.

In two cases Customer Service could not find me in their system.

Some observations: Sales people need to be competent, there is no excuse for an incorrect measurement.

Customer service needs to be on the same page. To have two different Service Reps tell you that you are not in their system while the third has no problem locating you in their system is not acceptable.

Product or Service Mentioned: Empire Today Installation.

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