[Resolved] Empire Carpet / horrible experience

United States Review updated:

Wanted to share my experience with Empire Carpet in Colorado
with any other consumers who are thinking about using them for your carpet
purchase/installation. DO NOT USE THIS
COMPANY!!! This was the worst experience
ever – it made buying a new car seem like a dream!

First off, I cancelled my appointment, but the salesman
still showed up. Since he was there, I
let him come in and show me what Empire had to offer. We had already had two other bids, and were
pretty set that we were going with another company. After talking to him, looking at the samples
and having him measure my home, his price $1, 100 higher than the other company
we were going to use. He told me that he
would match that price, that the price included furniture moving, AND he could
get me started that Friday/Saturday. I
asked for his price in writing (which was $5, 199), and received it in writing
the next day. I felt it was a pretty food
deal, so decided to go with Empire.

He came over the next night (Thursday) and I signed the
paperwork. He then told me that Friday
would no longer work for installation. I
said then I would have to wait for a few weeks then due to our schedules. He said they would do it Saturday/Sunday
instead. I said that was fine.

Saturday morning at 8:00am the phone rings. It was Empire calling to let me know that the
carpet I chose was not in stock. Strike 1. I told them that I was going
to go ahead and exercise my right to cancel the contract (I had 3 buisiness
days) – she told me they would give me a different carpet (the next level
upgrade and a moisture barrier pad). I
said fine. Chose a carpet and they
arrived about 10:00am that morning to install.
(We had already cleared one room of furniture ourselves to help the
installers and to try to move things on a bit quicker)

When the installers arrived, they called the office to
process our payment – the office tried 3 times but could not get the payment
processed off our debit card. I then
gave them a check from the same account and it went through fine… to me, this
was Strike 2. The installers told us that our home was
going to be a 2-day job, and that they did not work Sundays and that they would
have to finish on Monday. Strike 3. I immediately called the installation center
and told them what I was told – and that my salesperson had told me originally
Fri/Sat and then changed in to Sat/Sun.
I told them they needed to figure it out or we would be sending these
guys away (even though furniture was already moved). I told them it was not acceptable to have the
job finished on Monday – and if they had to do that – that Empire would
compensate us for having to miss a day of work. After and hour and a half –
they assured me that someone would be out Sunday morning to finish the
job. While on the phone with customer
service, I asked the price of the carpet that we were changed to – and the
sales rep told me that it would cost $4989 for that carpet in my home – which was LESS than what I was paying. I asked for the cost of the original carpet I
ordered and it was $5300 – which was $1, 200 less than the original price he quoted me BEFORE he matched my other offer – so….
He quoted me more than it would have even cost if I went with his original
offer! AND…. The upgraded padding I was told I would get – DID NOT GET (Strike 4)!!!
The installers also told us that they were told this was an empty house
and that there was no furniture to be moved, and they didn’t have enough
workers to help move. Therefore, NO ONE
helped with the furniture moving – we did it all ourselves – when I told
customer service this, they said they would compensate us $125 for moving the
furniture (2 days and 6 rooms worth of furniture – because the Sunday
installers did not help either!)

When Sunday morning rolled around – no one had called or
shown up – so I called the installation manager to find out when someone could
be expected. She called back and said
the original guys she had told top come out were not answering – so she had to
call another crew. By noon – they finally
got there.

They finished at 5:00pm – then my husband and I were left
to move all the furniture back.

This was the most horrific experience ever!! To be WAY over charged ($1200), to not have
the carpet in stock that we ordered and find out the day of installation, to
have them not know how to process a payment, to have the installers show up (to
what they were told was an empty house) not expecting to move furniture, and
telling us that they would not be back until Monday, to not getting the “upgraded
pad”, the Sunday installers not showing up until noon, to having to move
everything ourselves – Please re-think your options! Everything they promise is not what you are
going to get – you will eventually get nice carpet – but not without hassle and
many headaches!

  • Resolution statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

  • Empire Today Customer Care's Response, Aug 18, 2014

    Thanks for bringing your concerns to our attention, Lana. We understand that we’ve been in contact with you about these issues and that we’ve reached a resolution. Please don’t hesitate to contact us with any additional questions or concerns at 888-588-2315 x4195 or [protected] Thank you. Jeanette Ramey, National Customer Service Manager

Aug 14, 2014
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  • Ix
      Jan 10, 2015

    Empire Today LLC, Milwaukee Complaints & Reviews - Sold us Contaminated Carpet/Pad thatvis Destroying our Home & Health
    Empire Today LLC Contacts & Informations
    Empire Today LLC
    Posted: 2015-01-02 by IXpectTheBest
    Sold us Contaminated Carpet/Pad thatvis Destroying our Home & Health
    Complaint Rating: 0 % with 0 votes
    Contact information:
    Empire Today LLC
    United States
    May 2014 we purchased & had installed carpet in our new reckroom. Got a 50/50/50 sale for Memorial Day. The salesman came showed us samples. Said we were getting free pad upgrade with our 25 year warranty carpet that is waterproof and stain resistant. We were excited!! ( Until we Weren't) The installers were to arrive the next morning & didn't show. I called Empire and the installers were being rescheduled.( Not very Professional!) When they did come, the men went about their install. I tried asking a couple questions but quickly found out that this crew speaks little to no English. To their credit?, the job was done quickly and they vaccumed upon completion. BUT, The installers left a pile of carpet & padding in our basement & the only one that spoke just Broken English said they'd be back. We asked about the smell and he said it was fumes from the carpet and it would go away in a couple days. By June, I called about the garbage left behind & the smell. I was told someone would call back. NOTHING! By July & August, the smell is getting worse. I called and was told that we need to hire a professional carpet cleaner to clean odor. $129 and Still it stinks! I realize that the smell was coming from the ENTIRE perimeter having what appears to be male cat spray which is drawing my cats to the spots. Believing my carpet was waterproof & stain resistant, and because its not recommended, we did not have the ckeaners saturate the carpet. We have spent Months on Carpet cleaning, enzymes to destroy, even had other carpet installers pull up areas, for Viewing ONLY!) To find entire perimeter as well as Enclosed Closet ALL have Urine/Spray & also that they used Cheap wood tack strips as well. I have spoken with numerous people at Empire Today who have either said someone would return our call or finally, that we can PAY THEM $400.00 for Labor to have this Toxic Carpet removed and replaced. ( We aren't sure seeing as we were told carpet was waterproof). I argued that why only remove carpet when the pad may have been the issue & that BOTH need to be removed Immediately from my home. Helen at Empire became the contact person after vickey. She has held our home hostage by lying. First insisting on the $400.00 labor fee, then saying I need to sign an agreement form. The form turned out to be a Full and Final agreement stating all releases to from everything and everybody including that I can't post reviews, comments etc. I called Helen and disputed the Hold HARMLESS CONTRACT after filing my complaint. It is now January 2015 and they have not removed them Stinky carpet & pad from my home. We have not been able to finish our "New" Reckroom, our drywall has been damaged, I have spent close to $600 on carpet cleaning and enzymes and countless hours of my life cleaning, waiting for cleaning, on the phone with them talking, arguing, have had LUNA Carpet come to give quotes, all the time spent writing back and forth and have even had 2 hospital visits because of illness that flared up due to Empires Poor quality Products & Service. I requested they remove these products, pay for the costs incured, and at one point, I was going to trust them to replace. They have offered NOTHING but the Cost we paid minus the deposit. This business sells you a product using salesmen full of lies, in hopes that you'll be so excited by the price that you won't notice the lack of quality, the fact you've been lied to, that you actually have overpaid and that once they have installed your flooring, that Empires Warranty and Customer Service is pretty much Absent! Almost 8 months and I am still being held hostage by Helen at Empire! I have NEVER, in my Life, done business with such a Shady Company! And the Fact that they have SO Many BBB listings and are ALL the Same company Nationwide... Over 1100 complaints on just one Listings in Northern IL.; and they have an A? Really? You'd be better off doing it yourself from a Big Box store, at least their would be a Real human that Cares and is Local instead of trying to find a Lawyer from Whatever State You're in that is Licensed to Practice in Illinois. Good Luck! This is how Empire gets away with ALL of this! You think they're local and they Don't even have their own crews! Everybody is Subbed out so you don't even know what type if person will show up at your home. Had I known this I would NEVER had Allowed Empire Today into my home for ANY reason! I want this Crap out of my home and I want my money back!! BUYER BEWARE!! This Company not only Bait & Switches, they Lie, Scam & they dont care because NOBODY can stop them. They deserve an F on their rating!!

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