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empire today Complaint - Botched Installation - carpet installation
empire today Complaint

empire today Complaint


Botched Installation - carpet installation

This review has been resolved or replied to by this company.
We scheduled installation six days in advance; everything was stored in two bathrooms. Numerous calls/emails 2-3 days before installation. Call at 8:30 AM to say installers would be there between 10:30-11:30. Ten minutes later call: "Carpet out of stock. Will call after week-end for new date." Not possible, with everything in the bathrooms. Called salesman who said "the carpet's out of stock." I said I'd take a different color; he OKed delivery next day. Five minutes later: "Your carpet's in stock. The installers on their way." Five minutes after that: "Installation tomorrow at 8:30 AM" Next call: "Installers are outside your door but no one answers phone." Installers wandering around in next town. Eventually they arrived: took 10 1/2 hours to install; bottom of the barrel installers. My guess is that Empire overbooked and tried to reschedule; hence all the lies about the carpet being out of stock and then in stock. Repeated calls to sales manager for a small price reduction were met with: "My manager since you got it installed on the right day, everything's fine." If this weren't a national company I could understand the lies and incompetence, but they advertise next day installation and can't get it right when they have six days to deliver. Avoid Empire at all costs.

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Business says: (4 years ago)
Hi Marlene, we regret any miscommunication or confusion that occurred on the day of your installation. We never want our customers to be disappointed in our service, and we will be following up with you shortly to discuss your experience. You can also reach us at 888-588-2315 x4195 or customersupport@empiretoday.com. Thank you. Jeanette Ramey, National Customer Service Manager

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