Reply by Empire Today

Dear Melissa, Our records show that your installation has been completed. If you continue to have questions or concerns, please contact us at
Thank you.
Grand Rapids, Michigan
1 comment

Salesman presentation and initial install (on Tuesday) went very well. However, we were doing a runner down the stairs that needed to be bound.

So, they had to come back to do that and finish a bedroom. Installer said Saturday should work to finish. Never heard back regarding appointment. I called Thursday to check on the install, was not called back until Friday and told Sat would not work.

Scheduled for Monday after 3:15 which is when I get home from work. Installer called at 2:30 and main office 2:40 while I was driving home on snowy, slippery roads. Called back installer at 3:15 when I pulled into my driveway - no answer. I left a message.

Never called back and they never showed. I called the main office at 4:15 was told installer would call me within the next few minutes. Call never came. I called again at 6:15 and was told it had to be rescheduled and everyone as far as supervisors had left for the day.

I wanted the carpet done for Thanksgiving. Not only for looks, but also because I have stuff all over the place that I can't put away until the carpet is done. I now have no time to wait around for a carpet install until after the holidays and if the weather is bad I'm going to run into the same problem. I don't get home until 3:15 and won't answer the phone while I'm driving.

I'm furious! There is no reason why 35-45 minutes should have thrown off an entire install when I can't imagine if the their day ends at 6:00 that they were planning on doing another one after my job. There should have been a note that this would be an "after work" time. I'm the one that had to call to get the appointment in the first place.

I was told they may call in the morning to let me know about what time they'd arrive which never happened. Then to top it all off, the customer service reps said that there was a note on my account that they had tried repeatedly to contact me. I'm sorry, but I do not consider 2 calls from 2 different people within 10 Minutes time of each other to be considered repeatedly attempting to reach me! And then the installer neither answered my return call or ever called me back!

Or being considered a hard time in reaching me. I was available to call them multiple times.

They're the ones that were called repeatedly and have been impossible to reach. Ugh!

Product or Service Mentioned: Empire Today Customer Care.

Reason of review: Poor customer service.

Preferred solution: Deliver product or service ordered.

Empire Today Pros: Initial contact and install.

Empire Today Cons: Follow up.

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Hi Melissa, we regret any miscommunication regarding completing your installation and any inconvenience that occurred as a result. We want to know more about what happened, and we will be contacting you shortly to discuss your concerns and ensure that your installation is rescheduled and completed at your convenience.

You can also reach us at 888-588-2315 x4195 or

Thank you. Jeanette Ramey, National Customer Service Manager