I placed a substantial order with Empire Carpeting and was told that I could have next day delivery as advertised on tv. Since, that was not convenient I scheduled the installation at a later date. I ordered carpeting for my family room and laminate for my large kitchen floor. The order included matching trim for the laminate flooring.
When the installers arrived, they noticed that white trim/molding was included instead of the ordered matching trim. The installers said they would be back the next day with the right product. Well, the next day no one called or showed up so I called the installers and they were told that the office would call me and that the trim had to be special ordered (next day delivery would certainly have been impossible).
I called several times to ask what was happening with the completion of the job, but, until I mentioned calling the BBB, I never received a call back. This company needs to invest in communication training for all of their employers. I'm supposed to believe that no one, salesperson, installation or management knew that the matching trim had to be "special ordered". As far as their communication with their customers, it is virtually non-existent!
Finally more than two weeks later, the job was finished. Not surprisingly, I never heard back from the management individuals who were "so very concerned with my problems"! I did not receive a call from the salesman or any of the upper management people who contacted me.
It's a shame that Empire did not follow through on there obligation to me as a customer. I cannot recommend Empire to friends or family, even though I am very happy with their products. As pleased as I am with the products, it is not worth dealing with Empire after all of the problems I had with them, most notedly, their complete lack of concern for the consumer.
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