Reply by Empire Today Oct 25, 2010

I would like the opportunity to speak with you regarding the problems you have had with your carpet color and any issues you had regarding our professional installation. Customer satisfaction is extremely important to us. We stand by our products and service and work with customers that experience problems to reach a resolution. If possible, could you please contact me directly and I will reach out to you? Please feel free to email me at customersupport@empiretoday.com or call 888-588-2315 x 4195. Rebekah Clerk, National Customer Service Manager
Author's
Madison, Wisconsin
4 comments

I ordered Frieze carpet from Empire. The sales guy specifically mentioned that Empire takes care of their customers. "One lady didn't like her carpet so Empire replaced it all." he told me. Installers came from Chicago and I live between Madison and Milwaukee. Installers were polite, had a minor language barrier, but worked hard. The following morning, I went down to see the new carpet and I noticed there was a distinct color difference and the seam was very visible. Right down the middle of the room.

I've been getting the run around for weeks now and I am definitely not happy with my carpet. I'm about to call the CEO and ask for action.

Don't go to Empire. Its not worth the money and their policies are not fair to the consumer.

Review about: Carpet.

Review #158629 is a subjective opinion of a user.

PRODUCT OR SERVICE Not specified
Reason of Review / Monetary Loss Not specified / $2
Preferred solution Not specified

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Comments

Tom
#124576

I have the same situation.My seam runs across the middle of my living room.

The day after installation, I noticed that the carpet looked different on each side of the seam. I called my salesperson, who was kind enough to have Customer Service call me. Long story short, they replaced all the carpet in the entire condo, including the steps. Guess what, the seam looks exactly the same.

I don't know if it's the way the carpet grain runs, or if they were supposed to reverse the second piece of carpet to get the grain correct. Also, the carpet is only 5 months old, and when you vacuum, it sheds like crazy.

I have to empty the vacuum about 3 or 4 times when I vacuum, and we are only talking about approx.1200 sq.ft of carpet.

I called Customer Service today, and they said someone will call me back within 3 days to schedule an appointment to come and see the carpet.

Rich
#80923

From the picture it looks as if the problem may be that the grain of each piece of carpet from the seams has the grain running in different directions.

(carpet has a grain and it should be installed with the grain running in the same direction for the best looking seam.)

truthaboutempire
#80344

Well sorry to inform you buddy but those installers wont speak english either. They probably wont even call prior once this work is done dont recommend empire or ever call them back. TY

bigdogg293
#80341

As a follow up to my original post.Empire today sent someone to my house to repair the seam.

They told me to call after 9:45am the day of the appointment to find out when my repair rep was coming. We were told between 3-4. By 4:30, no call, no show. I called the company again who told me the repair group was behind and can't come till 7:00pm.

I said no thank you. I'm tired of waiting.

Rescheduled for 10/31.I hope they show up in a timely manner, and can clearly communicate in english.

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