Empire Salesman sold me a carpet and said that Empire has a guarantee on any stains or wear for 10 years. We have kids so thought that is a good warranty for us to have. We have had the carpet for 1 year now and their is excessive wear on two area's and many stains that will not come out. We even paid to have it cleaned by an outside carpet cleaning company.
I put in a complaint about 2 months ago and they said that they have to send out an inspector to look at the carpet. The inspector came over around the 3rd week of October. I have sent several e-mails to Adelle Brown from Empire Carpet. She responded to me a week ago that she had not gotten the inspection report back as of yet. Now 4 weeks after the inspection she said last Friday 11/16 that she will contact us on Monday 11/19 with the resolution. Today 11/23 I still have not heard from her.
I believe that this carpet needs to be replaced and Empire does not want to stand by their warranty. The quality of this carpet is horrible. My last Carpet was a Home Depot Carpet that lasted our family over 10 years with no issues. I am at the point right now were I am going to take this as high and as far as I can. I will be contacting the BBB. I will also be sending e-mails to Empire Executives such as Mr. Steve Silvers Chief Executive Officer, Ms. Marlo M. MichalekVice President of Marketing and Communications and Ms. Bridget Moscatello Vice President of Customer Care. They will all be contacted shortly if my carpet issue is not resolved to my liking.
Rebekah Clerk, National Customer Service Manager - Before you respond to this complaint with the generic response you always use for everyone's complaints, how about calling Adelle Brown or her superiors and find out the resolution to my carpet issue and call me. I hope you can resolve this soon for me before I have to take my next steps...
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