Empire Today
Poor service-Do not stand behind their product Ripoff Baltimore Nationwide

We ordered carpet in December. The price was expensive but we took it for the convenience of having it installed that week. The carpeting selected was their top of the line Berber. Within two weeks the carpet began to unravel at seams and along walls where it had been cut. When we called the 800 number to complain we were told that the warranty would not cover Berber unraveling but someone would call us back. We called several times and each time was told why the carpet was doing what it was. No one ever acted concerned or promised to fix the problem. At one point we called and asked for customer service and were told that the individual we were talking to was customer service. After we finished explaining our ordeal the individual told us that he would pass it on to customer service. This was just 15 minutes after he told us that he was customer service. About a week later we got a letter from customer service acknowledging our complaint.

Two weeks after our initial complaint a representative came out to inspect the carpeting. The representative for Empire pulled at the carpeting, making it unravel even more. He told us that the carpeting would most likely not be covered because he saw seam sealer in the seams. He told us he had seen this happen when people have parties and it is the holidays. He even insinuated that perhaps we had too many people living in the house, we used the stairs too much since it is our only set. He also said our vacuum cleaner was too strong and that our dogs were probably responsible. He took a few pictures in the dark with his cell phone and left.

Needless, to say we were not happy with the manner of customer service or the lack there of. The next day which was a Friday my wife called and was told by Mr. Robert Butler that the carpet was defective and that they would come out Monday and replace it. I called back twice that day to discuss it with Mr. Butler and my calls were not returned. On January 13 we called and requested a copy of our warranty. They don't give you a copy when installed. You have to call and request it. We still have not received that.

On Monday morning Empire called to reschedule the carpet replacement. I told them that I did not want it replaced at that point. I asked if the carpet had been cut yet and was told no. Shortly afterwards, Jason Fowler from Empire called and said they would be out that day to replace the carpeting. I informed him that I was extremely dissatisfied with Empire and that I wanted the carpet returned.

Rick Burke called me later that day and told me that the replacement carpet had already been cut and that my original carpeting was defective and that the roll had been sent back. I indicated that the carpeting should not have been cut since we had not agreed that the carpet would be replaced or by what style. The carpet that was installed was supposed to be their best Berber and it only last three weeks. I told him I wanted the carpet returned and my money refunded. Since he had already indicated that the carpet was defective and that they had returned it to the manufacturer they should be able to return the carpeting installed in my home. Mr. Burke informed me that the best they could do was refund one fourth of the purchase price or replace the carpeting. I later talked to a Tim Sherwin, VP Eastern Region Customer Service Manager and was told that they still believe we caused the carpet to unravel and that they would not refund the carpet and the best they would do is replace it and give me a 10% credit but I had to move my furniture.

I was later told by the Maryland Attorney General's office that my situation was a common complaint and their reaction was standard procedure. To provide unprofessional installers and when something goes wrong blame the customer and hope that the customer gives up. We been lied to and treated rudely by everyone at Empire

I suspect that Empire will response to this posting saying that they have attempted to make good on their poor customer service and their poor product but don't believe it. They are just liars.

Company: Empire Today
Country: USA
State: Illinois
City: Northlake
Address: 333 Northwest Ave
Phone: 8885882348

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