Empire Today review: Carpet and customer service

On 12/11/2023 we had kitchen carpet installed by Empire Today. (order #PRJ002446947/SO02078709) Within a few weeks, we saw a tear in the fiber of the carpet and several areas where the carpet was fraying. We called Anthony Pacelli [protected] X3839) the general manager about the issue. He asked us to send pictures, which we did. After that Anthony did not return any of my follow up calls or emails. I had to therefore call Lou the Install mgr. After finally get a return call, Empire Today blamed the defective carpet on our Hoover vacuum cleaner and would not resolve the issue by repairing or replacing the carpet, They would not even come to the house to LOOK at the problem. They only would make their decision based on the photos I sent & not actually seeing the carpet in person. That would cost us $125 for a visit. Anthony told me that I should have gotten my vacuum cleaner manual out and read it. So now we are left with defective carpet and Empire Today refusing a reasonable resolution. I must say BUYER BEWARE. Empire Today is NOT the company it once was. We have used them in the past and did not have issues like this.

We would like this resolved by having this carpet replaced with one that is NOT defective or going to fall apart when it's vacuumed. I will not stop until this problem is reasonably resolved. The carpet is less than 2 month old.