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Empire Carpet - Worst Experience
carpet purchase and installation - Complaint
Review by c-jwilson on 2012-06-12
Rating: 
SAN JUAN CAPISTRANO, CALIFORNIA -- Regretfully the reviews I had seen before hiring Empire Carpet were ones posted by their own company.
The sales person that came out was nice and made the sale quickly- After that it became the worst experience ever. We had scheduled carpet to be laid for our office on a Friday first thing. We were told they would be there between 8-9. about 10 a crew showed up, unprepared w/o dolly and not enough crew to do the job, they said. After we had put everything up and moved furniture, they said they would have their contractor send some one on Saturday, as we were open for business on Monday. The contractor called us and assured us someone would be there lst thing in the morning. At 12:00 noon Saturday a new crew came with the wrong stuff and no dolly, and were very defensive and angry. We would have cancelled the whole thing at that point, but we had just spent all of Friday getting it ready - so long story short- they did not get done until Sunday late. We ended up having to put everything back in place to be ready for business on Monday. We asked them to leave a couple of the large scraps. They ended up taking them saying they will bind them for us- but never did. We had paid in full on Saturday, and needed a receipt and release to give to the landlord- Called the contractor- who responded angrily that I had his phone number. Still have not received the release. Called sales person. Called main office. Asked about carpet piece- they said they do not leave scrap pieces, because according to their policy and purchase we do not buy the scraps. Asked about the release, they said it has to go to the main office in Chicago or somewhere. We have never had such a bad experience.
Everyone is rude. Even though I was very nice on the phone, everyone is defensive and say that someone else has to take care of it. That they cannot help company pollicy. I would hope to spare someone else from this experience. They are too big to care and do not communicate.
On the other hand, we had painting done the next weekend and it was a wonderful experience. We are people that are easily satisfied, but I did not do my homework and should have checked reviews with my3cents.
The sales person that came out was nice and made the sale quickly- After that it became the worst experience ever. We had scheduled carpet to be laid for our office on a Friday first thing. We were told they would be there between 8-9. about 10 a crew showed up, unprepared w/o dolly and not enough crew to do the job, they said. After we had put everything up and moved furniture, they said they would have their contractor send some one on Saturday, as we were open for business on Monday. The contractor called us and assured us someone would be there lst thing in the morning. At 12:00 noon Saturday a new crew came with the wrong stuff and no dolly, and were very defensive and angry. We would have cancelled the whole thing at that point, but we had just spent all of Friday getting it ready - so long story short- they did not get done until Sunday late. We ended up having to put everything back in place to be ready for business on Monday. We asked them to leave a couple of the large scraps. They ended up taking them saying they will bind them for us- but never did. We had paid in full on Saturday, and needed a receipt and release to give to the landlord- Called the contractor- who responded angrily that I had his phone number. Still have not received the release. Called sales person. Called main office. Asked about carpet piece- they said they do not leave scrap pieces, because according to their policy and purchase we do not buy the scraps. Asked about the release, they said it has to go to the main office in Chicago or somewhere. We have never had such a bad experience.
Everyone is rude. Even though I was very nice on the phone, everyone is defensive and say that someone else has to take care of it. That they cannot help company pollicy. I would hope to spare someone else from this experience. They are too big to care and do not communicate.
On the other hand, we had painting done the next weekend and it was a wonderful experience. We are people that are easily satisfied, but I did not do my homework and should have checked reviews with my3cents.
Company Response:
Joanne, we’ve read your review and we’re disappointed about the experience that you’ve had thus far. We regret any inconvenience that resulted from the delay in installation, as we know that your time is valuable. We make customer concerns a top priority, and the lack of follow up that you’ve received is not in line with the level of service that we expect for our customers. A member of our customer service team will be reaching out to you soon to discuss your concerns and work towards a resolution. If you have any questions, please call us at 888-588-2315 x4195 or email us at customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager
Comments:
Posted by face it on 2012-06-15:
Due to Empires lowest in the market pay scale they struggle to find contractors. They literally change contractors daily. They charge as much and often times more than a reputable local store, but they pay their contractors the lowest I've ever heard of. Simply said they can not offer quality installation due to there corrupt nature. The person/contractor doing the installation for a company is a representation of the company you are dealing with. Private market stores offer a more attractive pay scale for installers (usually) and there for you have a better class of installer. When you are only paid pennies for you time and efforts the "want" to do the best job, just isn't there. Regardless of what some sales person and/or commercial leads you to believe.
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