Complaint Review: Empire Carpet and Tile

We love the carpet and laminate that the salesman presented and sold us. The installation, however, has been a nightmare. The installers could not speak English and had been in this country for only 7 months. The laminate was installed in a timely fashion and looks good, although I think a more qualified installer would have chosen different planks at the entryway to the two rooms with laminate.

The carpet installation is a whole different story, however! The installers were here for two whole days installing one bedroom. We had to hire a private installer to come in the next day to fix the part that was loose as my husband has difficulty walking and we were afraid he would trip. After many frustrating calls (with everyone passing the buck) I received a call saying that those installers let go and that my carpet was going to be totally replaced at anytime of my choosing.

We chose today —I was told I was king to be the first stop and that they would arrive between 9 and 10 in the morning. At 7:30 this morning I received a call saying the installers were on their way and would arrive in 1-2 hours. At 10:30 they had still not arrived. After 2 calls to Customer Service (the first time holding for 5 minutes and ending up on someone’s voicemail) I was told the installer was on the other line and would definitely be here in one hour.It is now 11:40 and they are still not here!