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empire today Complaint - New carpet looks 10 years old already - Mohawk Frieze Carpet
empire today Complaint

empire today Complaint

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New carpet looks 10 years old already - Mohawk Frieze Carpet


When we bought our house it needed new carpet. Empire Today was the only company who could install before we needed to move in. Plus, we had used them before and they were fine. We purchased a Frieze style carpet based on our sales reps recommendation. We have owned homes before and did not want cheap carpet that would wear in high use areas. He specifically said this was designed not to wear in high use areas. We were very happy. Fast forward 1 year and our carpet looks AWFUL. Every door way and hallway is severely matted down. The entry hall is just as bad and always looks like there are shadows on it. We have had it professionally cleaned again (per Empire's request) and the carpet cleaner said our carpets were very clean compared to most people. We vacuum per Empire's recommendation of 2x's per week. I am embarrassed to have people over, our carpet looks 10 years old in less than two years. Empire has sent out two inspectors. They have decided that our carpet problems are due to maintenance issues. They told me to buy a carpet rake. They won't tell us what we supposedly did wrong or how to remedy the situation. Only that they or Mohawk won't be helping us with it. I was in tears on the phone with them. The lady didn't even seem to care. She also didn't know what the terms in the inspection meant. She told me to Google my questions.
Now, I have $8,000 dollars worth of carpet that is less than two years old and looks like it needs to be replaced already! NOT A HAPPY CUSTOMER. It is too bad that Empire doesn't respect their repeat customers.


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Comments


ihateempiretoday says: (4 years ago)
 0
I agree I saved a long time to buy carpet. My old carpet looked better. They said you have to vacuum it what every time you walk on it? Terrible. I had a terrible experience with that company I could go on forever. Do NOT USE empire today they are a JOKE...Wish I could have my hard earned money back..



Business says: (4 years ago)
 0
Thank you for bringing your concerns to our attention, Patricia. We never want our customers to be disappointed in our service, and we regret that your product is not meeting your expectations. We can assure you that we take your concerns very seriously, and we understand that we’ve been in contact about this matter and the inspection results. We are committed to working with our customers until they are satisfied, and we will be following up with you shortly. 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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