Never ever go to Empire today even if you have to pay a little more at some other place for Carpet Installation. I dont know why I missed reading all the compain report before getting the installation done.
When we fisrt had the associate come for giving us a quote we were very happy since he was very nice and courtious and cool guy. The quote he gave was also couple hundered less than couple of other we had talked to and he bargained a little for us also. On the day of installation the installers were right on time with everything they need and they installed the carpet very nicely. They were very friendly and good natured. We thought we got our moneys worth, but we were wrong. After the guys left when we looked at the carpet more closely the next day we found missing loops every couple of feet in the carpet. We contacted Empire today and told them about the damage. The customer service rep send couple of people to inspect the carpet over next couple of days. They approved the damage and asked us to reinstall the carpet at no cost. We told them that we will keep the damaged carpet if they give us some refund since we have a small kid in the house and we have to make baby sitting arrangement for him at the time they come for installation. They said that they need the damaged carpet to be sent ot the manufacturer for full refund so they have to reinstall. We agreed thinking that mistaked happen sometime. But we were wrong again. The next time they brought the new carpet upstairs (after ripping off the old carpet) it had the same problem - even worse. There were big loops missing every couple of INCHES. We were so mad and furious. We tried to call the customer service to get us a new carpet and everthing but because it was a weekend nobody answered our calls. They also damaged walls of our house while ripping the carpet off. We called them againg on Monday and they said that they will not give us a refund back but reinstall the carpet and upgrade it to a better one. We told them about damaged walls and the stairs and they said that they cannot do anything about it. We told them to give us atleast a partial refund back because it was their mistake not to check the carpet the second time. Also again we have to go through the hassle of moving all the furniture and keeping my son with the baby sitter (hard on a weekend) and all that kind of mental tension. Now they are not replying to our calls at all. We have been keeping messages but no reply. I regret calling empire today for my new carpet so badley.
Now we are at a loss from everywhere - broken walls, damaged carpet, no refund. Please, pleae, think hundred times beofer going to empire today and even better never think about going there.