Empire Today

Absolutely terrible customer service. Nothing during the process was explained to us. Had an employee come out for measurements and an estimate and we were told we could have it installed the next day. When they called at 7am they told us that someone would be at our house in 1-2 hours. The installer did not arrive until after 5pm. They did not install the carpet, only took more measurements, cut the carpet and we would later schedule our actual installation. Once our carpet was ready to be installed they called us and I returned their phone call 15 minutes later but the scheduler had already gone home. 3 days later I get a call asking when we would like to schedule our installation. After finally getting it scheduled, we again received a 7am phone call telling us we were the second stop of the day. At 4:45 pm we received a call from the installer stating he was on his way. After 5pm he arrived and had the wrong carpet. After calling the corporate office, everyone was home for the day and no resolution was offered. I have taken two days off work, paid $250, have no carpet and no time frame for a carpet.

Issue began in February 2009 when carpet was installed. 3 installers who spoke Spanish came to my home. The one installer with the ability to speak & understand English left our home while the other two installers worked. The sides of the stairs were originallycovered with carpet. When I saw the boards were stained I asked the installers not to put carpet on the sides, not knowing they didn't understand English. The installed the carpet and did a horrible job. I complained. Empire had a supervisor come out and hot glue the pieces of carpet together. It looked like a pre-school had done a project on my steps. I complained to corporate and asked that the carpet be removed from the sides of the stairs. They sent the original installer out who removed it & put new carpet on. He did not move the pile so you can see where each nail is and it looks terrible. The inspector came by in 11.2009 to report it was a poor job and they would send NEW installers out. He promised to train them on proper technique. On 12.2.09 Empire sent the supervisor out (who hot glued it before). I did not let him in & have insisted on a person who is trained in this type of work to install it. They promised to have the inspector install it, since he has prior experience in this area. 12.9.09 installers showed up 6 hours early and none of them were who I was told would come out. I spent 50 minutes on the phone and was eventually told that the installation supervisors were busy putting together the schedule for today and would call me back later. NEVER AGAIN. I would rather my carpet look like a crime scene then have Empire do any work in my home.

I currently work for empire and they do not even pay their employees enough money to get by. I've worked for this sorry # company for over four years and started with a base pay of $10 per hour a d now make $11.75 per hour. That's an employee rip-off. That's why I have the department of labor looking into this to see if I can get some type of compansation. We can't even do overtime anymore because it takes away from the managers pay. Empire is too busy making customers happy needless to say instead of making their employees happy.