• Report: #1062896

Complaint Review: Empire Today

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  • Submitted: Fri, June 28, 2013
  • Updated: Fri, June 28, 2013

  • Reported By: Eastman103 — New Cumberland Pennsylvania
Empire Today
Baltimore, Pennsylvania USA

Empire Today Carpet Quality less than acceptable! Baltimore Pennsylvania

*UPDATE Employee: ET Customer Support

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 We had carpet installed in March of 2013. The salesman who sold us the carpet assured us that there is a 10 year warranty on the carpet that included stains, wear and tear, etc. Having 2 children and a dog, that is why we decided to purchase this particular kind.

By May of 2013 the carpet looked as if it were 10 years old. We take very good care of our home, but even if we didn't, it still should have lasted much longer than 2 months. We called Empire to let them know our concerns and they sent an inspector out to our house.

As soon as the inspector walked into our house he said he understood why we were unhappy and that the condition of the carpet was unacceptable. He informed us that there have been many complaints and problems with this particular carpet. He took some pictures and told us that he would send a request in for a replacement of higher quality carpet at no charge. He also told us that they were going to fight us on the claim, but not to give up. We were supposed to hear back from the company within 1 week.

3 weeks went by and we didn't hear anything. I finally called them and they told me that the request has been denied because they did not see any product defect in the pictures. If you ask anyone who knows anything, pictures are decieving. It was nothing BUT product defect.

After fighting with them for days, they finally agreed to replace the carpet, but with the same carpet, and the warranty would then be void. This seemed very pointless to me, because the same carpet will do the same thing and I will be back in the same situation in another 2 months. The release agreement they also tried to have me sign was outrageous. It basically said that they will be forever released from any problems I have with their services or their products from here on out and that I am not allowed to issue or publish any complaints I have against their company. Not only does it take away the rights I have as a consumer, but they also tried to put a 10 day time limit on it.  That doesn't give me nearly enough time to do my research and decide what actions to take from here. Needless to say, I did not and will not sign that form.

The manager I talked to, Stephanie Butler, told me that the only reason they are even willing to replace this carpet is because of what the inspector told me. What it comes down to is the fact that they expect their employees to lie to their customers so they do not have to right their wrongs. They refuse to honor their warranties.

I am taking this man's advice and I will not give up. I do not stand for unethical business practice. Too often the small people are trampled on by the people on top. I will be contacting the BBB and I will also be hiring an attorney.


This report was posted on Ripoff Report on 06/28/2013 01:29 PM and is a permanent record located here: http://www.ripoffreport.com/r/Empire-Today/Baltimore-Pennsylvania/Empire-Today-Carpet-Quality-less-than-acceptable-Baltimore-Pennsylvania-1062896. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

ET Customer Support

AUTHOR: Business Response - ()

Amanda, it’s disappointing that your product has not been meeting your expectations. We understand that we’ve been in contact with you about this issue, and we will be following up again shortly. If you have any additional questions or concerns, you can also reach us at 888-588-2315 x4195 or customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager

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