We called empire today from the add on television and were contacted the same day to make an appointment for the salesman to come out to our house.
The salesman came out a couple of days later and went through the areas that we wanted carpeted and laminate flooring installed. I specifically mentioned the fact that I was concerned about how the carpeting would be installed around the railings and stairs in the foyer of our bi-level home.
The salesman said that this would not be a problem due to the number of years of experience that Empire's installers had.
Well, the carpet was installed the next day, by two men that can only be described as incompetant derilics.
The carpet installation was probably the worse I had ever seen in my many years. The installers were also to cut and roll the old carpet into three foot strips and put these out for pick up.
Not only didn't they do this after being asked by my wife, but they didn't even finish the installation on the stairs, even after having this pointed out to them!
Empire sent out a serviceman to look at this after a few days.
He said that the carpet needed to be replaced. After another week, Empire sent out another crew to rip up the carpet and install new. Again it was mentioned about the railings and the stairs, and again they said no problem. The carpet was installed much better but there are still horribly noticeable seams around the railings and along the stairs. Empire sent out the same serviceman a few more times, trying to repair the seams, even with hot glue, but to no satisfaction on our part. The last time the serviceman said that the railings should be removed and then reinstalled after the installation of new carpeting. This is what I asked them before any of this started! The customer service person (Cynthia) said that they don't install carpeting a third time and that I couldn't speak with her supervisor.
This has been dragging on since the second week in October and we still don't have carpeting that we are satisfied with. Now I can't get in touch with anyone at Empire and none of my messages are being returned. This company charges about thirty to fourty percent more than carpeting that you can buy at any store and their customer service stinks!
By the way, the next day installation for the laminate flooring didn't occur until two days after the first installation of the carpet. There is a problem with one of the boards in that installation also, which has yet to be fixed.
I have pleaded and threatened their customer service to get all of these problems taken care of but to no avail. I'm going to tell anyone who is reading this that unless you have a simple square room, don't call Empire!
Michael
waterford works, New Jersey
U.S.A.
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