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Empire Carpet Complaint - carpeting
Empire Carpet Complaint

Empire Carpet Complaint

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carpeting


I ordered carpeting from empire for two bedrooms, the hallway, and steps. I was doing construction on my home, and once one bedroom was finished, I had planned to carpet it, move into it, and do the other bedroom. I ordered one color for the bedroom, hallway and steps, and the other bedroom was a different color. I explained to the sales girl that I would do one bedroom first, then a second install for the other bedroom, hallway and stairs, once the construction was complete. She tried to talk me into doing it all at once. I explained that I did not want to install new carpeting during construciton and painting. She told me I could have an issue with different dye lot. I told her I would be willing to pay for one dye lot up front, once the first install was complete, I would store the remaing carpeting in my garage to guarantee one dye lot. She said this would be fine. When they came to install the carpet, they did not have the additional carpeting with them. I telephoned her as I was concerned about receiving one dye lot. She told me the carpeting was in the warehouse, and would be held until I was ready. When they came to install the other bedroom, hallway and steps, I looked at the carpeting in the truck. It looked like the correct color. I asked them about the dye lot, but they just said it was fine. One man worked on the bedroom, which was a different color all together, while the other worked on the steps, from bottom to top. They arrived at 4:00 on a Saturday, and worked until 10:30 pm. I couldn't believe how long this took, they should have showed up in the morning if the job was going to take that long. I could not get upstairs to look at what was going on until it was done. The color in the first bedroom and the hallway and steps did not match. The installer agreed. He tried to say it was older, he did not realize it was less than one month old. The dye lot was totally different, and could not be seen until it was actually installed right next to the other room. I called to complain and they told me they would call me within three days. I placed at least 5 calls, and it took them about two weeks to get back to me. They told me they could replace all of the carpet, since they could not locate the same dye lot. As you can imagine, moving furniture, emptying closets, is a lot of work, never mind the 6.5 hours it took them to install it in the first place, and the mess it made. I would have considered it, except my husband had surgery, and I could not do it by myself. They said they would give me $300.00 off, which is crazy. They finally said $500.00 off, which I reluctantly agreed to. I still think they should have refunded more than that, for the inconvenience alone. I ultimately wanted the carpet replaced, but I just couldn't go through it again. With all of the construction that took place, everything was finally done, organized and clean. I placed two more calls to find out if they were going to send me a check, but they have not returned my calls. I will never use them again.


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Comments


Business says: (7 years ago)
 0
It’s always our goal to make improving your home as easy and convenient as possible for you and I truly apologize that this wasn’t your experience. We want you to be satisfied with the end results and would like the chance to speak with you to learn more so we can work on resolving this with you. Could you please email us at customersupport@empiretoday.com or call us at 888-588-2315 x4195 with your contact information so we may look up your account and follow back with you? Thank you and I look forward to finding a solution with you. Rebekah Clerk, National Customer Service Manager





Business says: (7 years ago)
 0
It’s always our goal to make improving your home as easy and convenient as possible for you and I truly apologize that this wasn’t your experience. We want you to be satisfied with the end results and would like the chance to speak with you to learn more so we can work on resolving this with you. Could you please email us at customersupport@empiretoday.com or call us at 888-588-2315 x4195 with your contact information so we may look up your account and follow back with you? Thank you and I look forward to finding a solution with you. Rebekah Clerk, National Customer Service Manager






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