Review Time
I bought wall-to-wall carpeting for my large home, first floor 5 years ago and second floor 4 years ago, and I deeply regret this decision. Given the significant amount I paid, I anticipated durability, proper installation, and a company that would stand by its product. Instead, the carpeting is now buckling, warping, and lifting in several areas throughout my home. It looks awful, poses tripping hazards, and completely defeats the purpose of investing in a so-called 'professional' installation. To make matters worse, the links in the email I received regarding warranty information are non-functional. The company refuses to address the issues with the carpeting despite the initial payment being made. Once there’s a real problem, the customer support seems to vanish. It’s incredibly frustrating that companies like this send out surveys shortly after installation asking for '5-star feedback' — as if the quality can truly be measured after just a month. The real test is how well the product holds up over time, and unfortunately, this company fails that test entirely. A commitment to quality should be assessed over time, not just at the point of installation. The carpet I had previously lasted over 20 years, and I would have been better off keeping it, as it had proven its durability. If you’re thinking about this company for carpeting, do yourself a favor and consider other options. It may look good initially, but the real issues arise afterward, and it’s not worth the price, the hassle, or the lack of accountability.
I truly wish I could recommend this service, but our experience was disappointing. The sales representative had little understanding of what the installers would actually do and failed to clarify how the final installation would appear. The installers damaged a piece of furniture and attempted to repair it without informing us, ultimately ruining it. The representative assured us she would follow up about the situation, but we haven't received any communication in four days. Her managers were too occupied with meetings to provide a solution. Additionally, payment is required in full before the installation is finished, leaving the company in complete control. They seem indifferent to both customers and the subcontractors they employ. If you don't approve the job, the installers, who are not monitored unless complaints arise, do not get paid. Overall, it was a very unsatisfactory experience.
Update regarding the issue with my laminate flooring. I was finally contacted by a representative from customer care. I hired a licensed home inspector to evaluate the floors and provide a written report on the cause of the separation. The inspector confirmed the laminate is defective and noted it was an inexpensive product installed ten years ago. I shared the report, but was told it wouldn’t be accepted. Just more excuses as to why they refuse to address the problem they created. I plan to create a website for customers to share their experiences with the service. I have also consulted with an attorney and we will pursue small claims court. It’s shocking that it has come to this, especially with proof of the poor quality. The CEO should look into how the company is managing these issues and start prioritizing customer satisfaction rather than making excuses. The negative reviews speak volumes.
The person who took the measurements provided incorrect information regarding pricing. The installer indicated that I overpaid, and when I tried to cancel, I was informed that it wasn’t an option and that I would incur a hefty restocking fee. Therefore, I allowed the tiles to be installed, but the job was poorly executed. I truly feel deceived by this flooring experience.
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The Empire® Experience has helped Over 1 Million Satisfied Customers find quality Carpet, Flooring and Window Treatments. We provide award-winning customer service before, during and after your installation. And we’ve been doing it for Over 50 Years. We are committed to ensuring you receive the outstanding service you deserve. If you ever need to reach us, call 24/7 at 800-588-2300®, even after the job is complete.See more
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