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| - I purchased my first carpet from Empire in 1997 and again 14 years later when it was finally time to be replaced again. The service both times was impeccable!!!
Then 6 years later, the carpet was not holding up against wear or discoloration, so I contacted Empire regarding the warranty and we scheduled an appointment for an inspector to come see the carpet.
The scheduler "forgot" to put my first appointment into the schedule and we rescheduled for the following week.
The inspector Robert M, a agreed the carpet did not hold up well at all and informed me Empire was backing their warranty and agreed to replace the carpet, but I would have to pay the installation. Fine.
I received a phone call a few days later to schedule the installation, but I hadn't chosen the new carpet yet, so I was curious as to what exactly she was scheduling to install?
A salesman came to the house and agreed the carpet quality was obviously inferior. He showed us options, we made our choice, and he told us to call to schedule the installation.
A few days later, I received an automated call saying my installation team would be arriving within the hour. Why? I hadn't scheduled yet. When I called the office the first girl was extremely confused, but she transferred me to Destiny who apologized for the 'mix-up' and we chose the following Friday for install.
We were all ready to go on Friday. The installers arrived on time. After I showed them around the house, they told me they were instructed to ONLY replace the master bedroom, dining/living room carpet, not the two other bedrooms.
Wait a minute... if the carpet is poor quality in THOSE rooms, why wouldn't it be poor quality THESE rooms? Not to mention their horrible condition...
I called the salesman, but he did not call back, so we called the office manager, Jasmine. She apologized for the 'mix-up' and ordered additional carpet for installation the following day.
Then, the installers informed me they were putting the new carpet over the old padding because Robert told them I said it was OK. We NEVER had that discussion and would have NEVER agreed to putting brand new carpet over old broken down padding halfway past it's lifespan. Once again, we called Jasmine. She sent over new padding.
The next morning, the installers replaced the carpet in the two additional bedrooms... but did not leave remnant pieces or care/cleaning instructions.
We called about the remnant pieces and were told they order EXACTLY as much carpet as they will need. No more, no less. There were PLENTY of smaller size pieces to leave. I do have eyes. They said they would sell us a 12' x 5' (enormous) piece for $100. I only wanted a small piece in case a repair/patch is ever needed, but at this point I just want this all to be done.
I finally spoke to Liz after playing phone tag with the office and Liz emailed me the cleaning/care instructions the next day and said the additional carpet piece was "READY". She asked if we wanted it delivered for $50, but I told her we would pick it up. I told her we would be by on Friday. She emailed me back: "No problem, it's HERE."
On Friday... it's not there. It will be there Monday, but it wasn't there Monday. It was ready on Wed. and luckily, they did not charge us for it.
I am disappointed this entire experience was drastically different from the first 2... perhaps because they were merely fulfilling a warranty and not actually profiting from this installation, so they tried to cut corners to save themselves money.
Well, guess what, Empire, I took a loss, too. I did not get the quality I originally paid for and I paid for an installation I wasn't due to pay for for another 8-10 yrs,
You lost a repeat customer, Empire. I will be calling if this carpet doesn't survive it's warranty, but otherwise we will take our business elsewhere and advise friends, family, co-workers, etc., to do the same.
My years of loyalty were not important to you. You will cough up the material when you have to, but you won't guarantee it will be done with integrity or quality customer service. We shouldn't have had to beg you to do the right thing.
I wrote a review on Facebook and was asked to contact the customer service email about my concerns, which I did and never got a reply.
Also, my Facebook review "disappeared".... Awesome...
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