Carpet falling apart, failure to show for appointment and unhelpful customer service.
We purchased the "highest end" carpeting from Empire less than a year ago. We've already had someone come out and repair the unraveling of it. Since that repair, we've had multiple spots unraveling and it looks like a cheese grater has gone over the entire surface.
We called to have someone come out and I was told by Kristi on 7/22 that someone would be coming out. My husband spoke to a Laquisha (she called him to set the appointment) in the Chicago office (847) 583-2290 xt. 3311 and she told my husband that someone would be out after 1pm 7/24.
We waited all day and it is now 7:36pm. We called 3 separate times asking where the rep was and we were told that, "you have an appointment, the rep is just running late." Our final call with Empire we were told we had no appointment. Frustrated, we asked to speak to the superisor. He would not give me any numbers and said someone will call me 7/25.
Nobody called on 7/25 and we ended up calling them. We demanded someone come out today and they stated that no one could come out until Monday, 7/27. We contact Mike Williams, our rep and he said he couldn't do anything. We are demanding carpet removal and a full refund. I wish I would've seen complaint before we bought anything from these incompetent people.
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