When we were ready to move into our new home, we called Empire 2 days before our furniture was due to arrive. We asked about getting carpet put into 3 rooms which were not carpeted. We had a very nice sales lady who showed us samples and measured the rooms. Her pricing came in right at $2600 for the 3 bedrooms and she stated that they could lay the carpet the next day. I had already gotten prices from Lowes and Home Depot and although they would save us hundreds of dollars, we would need to wait a few weeks. The wait was not a problem but we decided to go with Empire and pay more to get it installed before the movers came. She said everything would be ready for the movers to bring our furniture and clothing when they showed up the day after the carpet was done.
When the carpet installation crew showed up, not one of them spoke English, which was a problem since we don't speak anything but English. We had a painter at the house who tried to help but he also was unable to help communicate with the crew. They were supposed to call and let me know when they were coming, which they didn't do - so one of the rooms they were going to carpet had paint which was drying. They came and took 5 hours to install the carpet. When they wanted to ask me a question, the man in charge had to call someone on the phone and explain to them and then give me the phone to talk to them to have it translated, then give the phone back and talk to them. I called my saleslady who wasn't available and I called customer service and complained and was told that he probably did speak english and I just didn't understand him.
I don't feel it is unreasonable when you spend top dollar on carpet to expect to have at least one person on the crew who speaks English in America.
I too was told that the carpet I wanted was not the one on the 60% off sale which ended the next day, I now see that the sale never ends for empire.
I also am curious how a company that works like this and is so poor at customer service can be advertising on TV that they have an A rating with the Better Business Bureau.
I called many times to complain about this visit. When the crew was ready to leave my home, I went to see the carpet and our closet doors were all sitting in front of the closets. I questioned why? Of course, the crew couldn't explain, so he called someone who then explained that they were not equipped to put them back on the hinges. Apparently the carpet was higher than the original floors and they didn't mention this, not the sales lady, not the crew before doing the job, so they couldn't accommodate the doors and they would need to be shaved down to be rehung.
Our movers came and moved our furniture into the rooms with 2 large closet doors sitting in each room. It was not at all a good experience. I will never use Empire again.
I received a phone call about the experience asking me to rate the experience on a 1-10 scale and after answering the first few questions we got cut off, they've never called back again.
I would not send anyone I know to Empire for anything.
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