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Empire Today / failure to honor warranty / do not stand behind product

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We purchased a carpet in June 2005 from Empire for our living room. At the time we had a one year old daughter and a dog (we now have a son as well). While the dog has free reign of the house, she is house-broken. No food or drink is allowed in the living room. When we purchased the carpet, we were convinced to buy the "mid-grade" carpet (the top-tier had the longest warranty but was a bit out of our price range). With this purchase we were told to expect no fading and minimal wear and flattening. The sales person told us that if the carpet were to fade or have abnormal wear the carpet would be replaced by Empire. We were told the Empire viewed fading as unacceptable since people often move furniture around and should expect that that exposed carpeting look uniform. Obviously we agreed, and appreciated what seemed liked a genuine statement about the importance of product quality to Empire. Unfortunately, this statement was just a sales pitch. We have now, only two years into a ten year warranty, have made two complaints to Empire about not only fading, but pulls (a previous post referred to them as loops) in several spots on our carpet. The first inspection resulted in us being told that we should just cut the pulls and that the fading wasn't really fading at all, just wear that could be fixed with carpet shampoo and a stiff brush. We purchased the exact products that the "inspector" recommended and followed his instructions word for word (we had him write them down so as not to do something damaging to the carpet). That worked fine when the carpet was slightly damp, but as soon as it dried the color was different. We decided at that time to just deal with the fading since our furniture is always in the same location. However, we recently purchased new furniture which allowed us to set the room up differently. When we moved out the old furniture the fading was unmistakable, and we noticed more pulls. This prompted a new call to Empire at the beginning of June. The customer service rep (Cinnaminson location) stated that the pulls were not normal and that the previous direction we received did not sound right. She indicated that we would receive a call back to set up a time for a new inspection. We received a call back to set up an appointment with an "independent" inspector, Inspect Solutions. The inspector came out, took pictures of the pulls, took a piece of the unused carpet we saved, and told us that we would receive a report back in a week or so. We received the report back with a cover letter that stated "... flooring meets all industry standards, and is free of all manufacturing and installation defects." The inspection report itself claims that the pools are a localized problem. If by localized they mean all over the carpet, then they are dead on. As bothered as I was by this response, I was pushed to write this complaint when I read another post that had the exact statement in their letter that we do. We have a carpet that is two years old and looks like it is ten years old. Empire indicated at the time of purchase that this was a quality carpet that would retain its color and shape for years to come. It is has failed to do so, and Empire has failed to stand behind the product. I do not recommend Empire for carpet based on quality, and I do not recommend Empire for any service based on their failure to stand behind their product. In addition to this post I will be filing a complaint with the Better Business Bureau and might follow up on the previous post and contact the local major news stations as I am sure they would be interested in attracting viewing with a story on a major carpet wholesaler leaving customers flapping in the breeze.


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N  27th of Jun, 2007 by 
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Thank you for bringing this to our attention. Total customer satisfaction is important to us here at Empire Today. We take customer feedback very seriously and we are always striving to improve the customer’s experience. We have reviewed your posting and are currently researching this matter. Unfortunately, we were not able to access your information within our database and need more information from you to do so. Please contact us at 847-583-3000 between the hours of 9am-5:30pm CST. Ask to speak to one our Consumer Affair Agents. You will need either your home telephone number that links you to your account or your work order # that is on your original paperwork when calling in. Thank you and have a great day.

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