Reply by Empire Today

Issabelle, we strive to make beautiful new floors easy for all customers, from start to finish. We put our customers first and act with a sense of urgency to address every concern.
We want every customer to be satisfied, and understand that we've spoken to you in regards to your concerns. If you continue to have questions and/or concerns please contact us at customersupport@empire-today.com
Thank you,
-ET Customer Support
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Junior Reviewer
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1.7

Listen to the poor reviews on this company. They gave us an estimate for our entire house and everything went well.

We were told that we were getting the top carpet with a full warranty. About 5 months after installation, we noticed what seemed to be a seam in the middle of our living room. It was very obvious and we called to take advantage of the warranty to get it corrected.

They sent out a rep to examine it and he explained that it wasn't a seam but a manufactures defect that occasionally occurs during a run of carpet. He said that he would submit our claim to the manufacturer but it would take awhile to get an answer.

I received a call today and was told that my claim was denied, however, they would replace our carpet for a small fee of

$900.00. She said that because I had two dogs in the house, that they couldnt warranty it. She continued to say that they always ask about dogs and kids when filing a warranty claim. So my understanding is that they have this great warranty that is voided if you have dogs or kids.

I asked if the fact that my husbands toenails were long was also a reason to void the warranty. She did not answer.

So here we are with carpet that is not a year old that we will be replacing so as not to have a line through the middle of our living room. Beware of this company.

They will say anything and what you end up with is apartment grade carpet with absolutely NO warranty. And a customer service team that is non existent.

User's recommendation: DO NOT CONSIDER. POOR QUALITY AND NO REAL WARRANTY.

Monetary Loss: $900.

Preferred solution: Let the company propose a solution.

Location: 2301 East Saint Elmo Road, Austin, TX 78744

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