Empire Today Baltimore MD
Cheap Quality, Bad Customer Service for Highest Price

The carpet that was installed looked ok the first month or so but now, just 4 months later, looks matted and flat in the areas we walk the most, like the hallway and next to our beds (which carpet is made to be walked on). The carpet looks worse than our 10 year old carpet we still have downstairs. They are sending an "inspector" out tomorrow to look at the wear in the carpet but after reading reviews only, I'm expecting a letter saying the carpet is fine within their standards and that they can't do anything to fix it.

Not to mention they had to come back a few weeks after much complaining to install better padding because after never discussing padding options, installed the cheapest, thinnest padding. I had asked for carpet and padding comparable to what we already had in our home. After installation, it felt as if we were walking on the floor boards. After much complaining and 3 weeks of leaving messages we finally got it taken care of that they would upgrade the padding one step up, which after 4 months is also flattening and not as good as what we had originally. They did try making us pay half the labor cost for this replacement but that was not an option.

The sales rep took advantage of this being our first home and our first time ordering carpet. We were overcharged for cheap carpet and cheap padding even though we asked that we get something comparable to what was already in our home. Neither the padding nor the carpet are even close to what we had. It is very upsetting that we paid a lot of money to improve our home only to downgrade it unknowingly.

The bottom line is Empire Carpet overcharges for the cheapest products available. Their sales people try to make the most money on the cheapest products and their customer service reps give you the run around and when you finally speak to the "supervisor" they are rude and condescending.

Consumer's Desired Resolution:
Much like the padding, I want upgraded carpet that won't look worn after only a few months (at no additional charge.) I want something comparable to what was there before like I had asked from the beginning. I also want someone to explain to me what the differences are in grades of carpet and grades of padding. I am a graphic designer, not a carpet expert!!! Let me make an educated decision instead of conning me into the highest price for the lowest quality.

Company: Empire Today Baltimore MD
Country: USA

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