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  • Stay away! This company was BS throughout the entire process. The guy who came to measure our carpet measured incorrectly (still hasn't responded to me btw) so the day the installers came out to do the first half of the job (all bedrooms and closets) they didn't have enough carpet to complete the master closet and didn't realize until after they tore out the old carpet leaving it a mess with the tack strips showing. The installer claimed he called and complained to make sure they wouldn't run into the same issue the following weekend when they were scheduled to do the second half (loft, hallway and now the master closet that they had to finish). I even called myself to their incompetent customer service- he assured me it would be taken care of... well unfortunately that wasn't the case because the next Saturday rolled around and I got a call that they had to reschedule since they didn't have enough carpet. Apparently a week isn't enough time to order more. At this point I was pretty annoyed, I had everything from our closet in the bathtub and all the loft furniture in the master bedroom. Not a very convenient way to live. Tried calling CS to only be on hold for 35 minutes before finally hanging up because no one answered. Fast forward to the 3rd weekend- wasn't hearing anything the morning of installation so I called CS to confirm, another waste of time because the guy couldn't tell me anything or even offer to contact anyone for me. All he said was he saw our appt but no installer was assigned to it. Pretty unbelievable that they wouldn't have someone scheduled to work the job the morning of - so I called the local number and was told someone would call me ASAP. Funny thing was my mom was having her carpets installed the same day and the guy installing hers received a call from the office asking if he could do ours. Confirming the fact that they had no intentions of coming to our house at all and were scrambling to find someone last minute, once again dropping the ball. An hour later I got a call back that they were sending someone and he'd be at our house in about 30 min. One and a half hours later he finally showed up - it was 1:30 at this point. So naturally he didn't have enough time to complete the job even though he was here until after 7pm - once again we are inconvenienced because he now has to finish the stairs the next day. It blows my mind that they send ONE guy to do such a huge job. Not his fault at all, he actually did a very nice job on the other areas but Empire as a company is by far the worst I've ever dealt with. For such a well known company this was a huge, overpriced let down and the whole experience was terrible! Don't waste your time or money using them! I wish I would have read the reviews on here before I did. The only reason I'm giving 2 stars (and my husband thinks this is generous) is because the carpet we do have so far looks good. Really hope it lasts so we don't have to deal with these people again.
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