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On Tuesday, November 26th,
On December 12th I CALLED
Finally on December 30th, a customer service manager called me and told me that our carpet was going to be made on January 4th. I politely asked him to lean on the manufacturer to get the carpet shipped express so we could get it installed right away. On Monday, January 6th, I CALLED Empire and found out the order was made and it was going to arrive in
Finally we have our carpet installed. The installers did a good job and the carpet we picked looks great. I believe Empire built their company and reputation on good products and good service. However, those values are long gone. Everyone we came in contact with at Empire did a lousy job. No one ever took responsibility or took a leadership role and made sure I was taken care of. This whole experience could have gone entirely different if someone would have stepped up and acted like a competent professional. I can forgive mistakes and delays. Things happen. We are all human. I am a very loyal customer and will pay a little extra for good service. Be good to me and you will have a customer for life.
If you want cheap carpet, sold by poorly trained sales people, and incompetent management,
Once I ok'd the quote it took them a while to get back to me but once they did they were there the very next day. Good installation crew that was very professional. Job well done.
JJ and his guys did a stellar job with the install - the the seams invisible inside the closets where they had to work around the built-ins - everything looks fantastic. We were very pleased.
The service guy determined that the section of carpet needed to be stretched and re-sewn. In order to do this, the furniture needed to be moved (a large, heavy king size bed) which they did. Their entire visit took approximately 1 ½ hours and the result was perfect.
The bill was handled via e-mail which I always appreciate. Overall, an excellent experience.
I have mixed feelings about this experience. The installers were great. They were punctual, friendly, and thorough. My error was in not asking to see samples of padding. The carpet that was replaced was installed by Empire 15 years ago and was still more plush than the new carpeting.
I do have a recommendation for the company however.
I suggest "
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