Empire Today review: Carpet installation service

Carpet Installation Fiasco with Empire Today

On 8/15/23 at approximately 12:15 pm, Eric, an installer with Empire Today arrived to install carpet for my three bedrooms.

Problem #1:

Upon the pre-walkthrough, he did a remeasurement of the rooms and stated that he did not have enough carpet materials (including padding) to complete the job. He called his supervisor, Jamie, to discuss the matter with her. I also called the Customer Service Department and spoke with Tiffany. She completed two service tickets—one for material shortages (1-[protected]) and the other for next day-same day service (1-[protected]). I asked to speak with a supervisor or manager. Tiffany transferred my call to Shannon, which was no help at all. She basically just reiterated what Tiffany stated and offered the number to the Installation Manager, Jamie (877/588-2894 EXT 2827).

My Recommended Solution:

A. I asked if I could pay towards the remaining balance due of $2,117.50 and allow the installer to complete the job with the materials he had on hand and reschedule a date for him to complete the job. (Note: I was willing to pay $1,000.00.) I was told that according to Empire’s protocol that that was not an option.

B. I asked if I could cancel. I was told that I could only cancel within three days of the initial contract date. So, basically, I will forfeit a chunk of my initial $1,000 deposit.

Moreover, I called my Sales Representative, Cole. However, it was to no avail. He basically stated that once the sale was made, my account was delegated to the next department to handle and that his hands were tied.

I informed the installer that I will proceed with the installation and paid the remaining balance of $2,117.50 and received an authorization number of 347804. However, to date, I have not received an email confirmation of the payment transaction from Empire Today.

Problem #2:

The installer proceeded to install the carpet in the second bedroom. I was watching a movie in the living room and noticed frayed pieces of what appeared to be gray carpet that dropped on the floor. I proceeded to the second bedroom to further investigate. As I suspected, it was indeed GRAY, which was NOT what I initially ordered. I ordered Elliston Atrio, which is a brownish color to match the color scheme already established for the bedrooms. Also, the texture of the carpet that was installed was not plush as the sample that the sales representative provided on the date of the sale (7/29/23). I suspect that the carpet delivered is a lower grade and I am a victim of a “bait and switch” sales tactic.

I called Customer Service for the second time and spoke with Sherry. I informed her that the carpet that was delivered and installed in the second bedroom is NOT what I ordered. She apologized and completed a service ticket [protected]) and stated that my account would be escalated to a manager and that a manager would call me back. In addition, the installer called his Supervisor, Jamie, and informed her of this second dilemma. Since no form of management was returning my calls, I asked the installer if I may speak to Jamie on his phone to determine a resolution—a new carpet installation date. Upon speaking with Jamie, she stated that the earliest that she could get the CORRECT carpet (Elliston Atrio) would be Friday (8/18/23) and that I would be scheduled for a morning appointment.

On 8/16/23 at approximately 9:55 am, I called Customer Service to confirm the NEW carpet installation appointment. I spoke with Ben; he confirmed that the NEW carpet installation date is August 18, 2023, in the morning.

I also stated to Ben that I have not received a call from any form of management regarding my several complaints Tuesday. He apologized and transferred me to Anisa (Customer Service Supervisor). I informed her that I spoke to Shannon (Customer Service Supervisor) Tuesday and that I needed to speak to a higher form of management. She transferred the call to Austin, Sales Manager in the Memphis, TN, region. I discussed my several grievances with Austin and texted him a picture of the INCORRECT gray carpet that was delivered and partially installed on 8/15/23 at the number he provided (901/623-6918). He apologized and confirmed that the new carpet had been ordered and that my installation is scheduled for August 18, 2023, in the morning.

On 8/18/23 at approximately 8:05 am, Eric, the installer arrived to install what was supposed to be the CORRECT carpet that I initially ordered. Upon inspection of the carpet, it was NOT the same color or grade of carpet that the salesperson (Cole) sold me. This appears to be a bait-and-switch tactic. I asked the installer to call his supervisor to discuss this matter. Meanwhile, I called customer service and spoke to Rama. I immediately asked for a supervisor, so he transferred the call to Shannon, who was NOT helpful from the previous call on 8/15/23. I tried explaining my situation to her and she kept talking over me. The conversation escalated, and Shannon hung up on me. I called back and spoke to Kelsie and informed her that I wanted to cancel and preferred NOT to do business with Empire Today. She informed me that Empire Today would TAKE 25% of the total cost of the project ($3,117.51), which equates to $779.38. She stated that a manager would be contacting me in 24 hours and that I should receive an email regarding the cancellation of the order. I informed Kelsie that her words were NOT reassuring, seeming that I have NOT received a call from ANY form of management regarding the fiasco on 8/15/23.

This injustice continued to gnaw at me, so I called back and spoke to Alex and reiterated the whole story for the umpteenth time. He stated that my account had been forwarded to the “main office” and gave me a reference number for my cancellation of service request (1-[protected]).

Thus, I am FORCED to ACCEPT the gray carpet that I DID NOT order, as the installer had already disposed of my previous carpet on 8/15/23. Also, Empire Today is confiscating nearly $800 of my money because I cancelled outside of the “three-day” timeframe. Empire Today's unprofessional service coupled with gross errors are the reasons why I decided to cancel and take my business elsewhere.

This is all out ROBBERY! The level of customer service at all levels, especially management and sales is by far the WORST that I have ever encountered. LOUSY! I hate that I was ever referred to this company and will NEVER consider them for any future projects!