Reply by Empire Today

Thank you for bringing your concerns to our attention. We regret the delays that occurred during your installation process, and we understand your frustration. The experience that you described is not what we expect for our customers, and we would like to help make things right. We are not able to locate your account with the information posted here, but if you call us at 888-588-2315 x4195 or email your contact information to, we will follow up with you. Thank you. Jeanette Ramey, National Customer Service Manager
Customer service

We made an appointment to choose carpet on a Wednesday, found what we liked and was scheduled for an install on Saturday. Saturday morning we received a phone call that our installer is running late and they did not have our carpet with them.

The install manager came to our home to drop off the carpet and padding so when the installers arrived it would be ready for them. This is when the first problem happened. He came with the wrong padding. He tried to sell us on it, but we insisted we wanted the padding we ordered, so we re-scheduled for the next Saturday.

Next Saturday arrives and the installers start the process, then come to find out the salesman measured wrong and there was not enough carpet. The install is not going to happen again! We schedule again for the next Saturday. At this point we were extremely upset because of the wasted time we set aside just for carpet.

We gave them another chance. The reason for this is the fact that we don't have time during the weekdays to look for carpet and find new installers. Now it begins to be a real nightmare. The third Saturday arrives and we get a call from the install manager saying that the carpet we ordered "had flies in it" and it can't be installed, then he tried to offer us another carpet.

Of course we say no and just give us what we ordered. So now we wasted another Saturday. We give them one more chance. The final Saturday comes around and no installers arrive.

We try calling the install manager and no answer!! We leave a message and no call back. Finally the installers arrive and they have the carpet that the install manager tried to give us the week before. Ridiculous!!

So we decided to finally cancel and begin the process of getting our deposit back. I would like to say though that the installers had nothing to do with the issues. My complaint is for the salesman, install manager, and the very rude customer service workers.

I will never do business with them again. Please be cautious if you do decide to do business with them.

Product or Service Mentioned: Empire Today Installation.

Reason of review: Problem with delivery.

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