Empire Today's reply to:
Empire Today - Unethical Sales Practices, Poor Quality, Terrible Customer Services
I am a homeowner who needed a quality upgrade to my existing carpeting as part of an effort to sell my house.I wanted something of good quality -- a step up from what was in the home -- that I would enjoy if my family and I ended up moving back into the home.
So this wasn't a case of putting anything in and we definitely didn't want "builder grade." The Empire Today salesperson was very critical of the old carpeting and made a big point of emphasizing that a sign of poor quality is being able to see the tracks of your feet on the carpeting. He even said our newer carpeting in the basement was of pretty poor quality for this reason. I was shown samples and advised (pressured) to take a particular brand of carpet. When I saw the finished product, I was distressed and hugely disappointed to discover that the capreting was of lower value than what the installers removed.
The installers even agreed with me! Very cheap looking! I complained to customer service and the escalation process has been half-hearted and inconsistent. Two different conversations, no follow ups.
The last person I spoke with "at the local Georgia branch office" said she would talk to her manager and get back to me "within a few hours." That was a week ago. I also tried to contact the original salesperson and the customer service line said "they would try to connect me" and then they came back with a cryptic "He didn't answer." No option to contact him directly. I have never been so disgusted by a company in my life! There is no follow through, non-existent professionalism, and salespeople who are like phantoms - more than happy to feed you empty promises, only to disappear and leave you with a *** product and no recourse!
I will never recommend Empire to any of my friends or work colleagues. Empire invests in a lot of "show" and very little substance. Buyer beware. Picture below shows Empire's product and the photo to the right a piece of my existing carpeting removed from the home.
The installers employed by Empire even admitted that my old carpet "was a lot better quality." You judge!
Review about: Empire Today Carpet Installation.
Reason of review: Not as described.
Monetary Loss: $2800.
Preferred solution: Let the company propose a solution.