On Thursday June 4th 2009 I ordered 3 rooms of carpet for my home We ordered 2 rooms for my upstairs and one for my downstairs. We had previously had carpet put in our downstairs and it is a concrete slab,

so we understood that it would take 2 days to do the downstairs because the tack strips needed to be liquid-nailed down.

Monday June 8th -The installers came and installed the upstairs and put down the strips for the down stairs and left the carpet in my childrens bedroom.

Tuesday June 9th - When the installers had not shown up by 3pm we called the company and were told that they where not coming because the carpet was 3 feet short and that the person that measured the carpet

measured it wrong. Though I dont know how anyone would know this as to my knowledge the installers did not remeasure the room. When questioned as to how it could be it be short when no one measured the

room the customer svc representative proceeded to raise his voice to my mother. She asked to speak to a supervisor who told us the same story and told us the installers would be at my home on the 10th and also

that we would receive a call in the morning telling us a time that they would be here.

Wednesday June 10th - We did not receive a call the next morning. We finally called them at 11 and and were told that an installer would definately be here today that it was going to be a new installer but they

couldn't reach him by phone so they couldn't give us a time estimate but the installer would call us before he came. By 4:30 still no installers so we called back and the new customer service person told us that the

local office was closed and that she called our installer from Monday and he told her that he was not they installer that they gave the job to someone else. We were assured again that someone was scheduled to

come today and by this time it was 5:20 p.m. The Customer Service rep told us that if the installer wasn't going to make it they would call the customer svc dept. and customer service would call us back to let us

know. 5:45 p.m. still no installers called back went through the whole story got put on hold so they could look into what was going on and got hung up on. Called back talked to someone else same routine got hung

up on while on hold. Called back at 6p.m. Customer Svc Rep said the only thing he could do is put a priority for them to call me back tomorrow got put on hold so he could look into it. I asked to speak to a

supervisor after about a 15 minute wait the supervisor comes on the phone and basically tells me there is nothing they can do. They dont know who the installer is the local office is closed and the general mgr isn't

answering his phone and basically I'm out of luck because he cant authorize another installer to come, and that they will make me a prioroty tomorrow.

Every call myself or my wife or my mother made consisted of being put on hold numerous times each call for between 5 and 15 minutes.
This was for my children ages 1 and 2 bedroom room and for 3 days now they have not been able to go in their room or sleep in their beds because of this. My wife has also had to sit home for 2 days now waiting

for installers that never come and we have all spent hours on the phone just to get a carpet installed.

On November 5, 2007 a salesman from Empire Today came to my home and everything went very well. I picked out the carpeting style and color I wanted and signed a contract to have carpeting laid in a bedroom. I felt very comfortable doing this as I had them install carpeting in my living room a couple of years ago and was very satisfied with both the product, the price and the service. It was arranged that the carpeting would be installed on Saturday, November 10th. That's the last good thing that happened.
The installers arrived at our home on the 10th and with great difficulty, because neither gentleman spoke English, said they could not install the carpet because the salesman had measured incorrectly. They said that they couldn't reach anyone at the office because it was Saturday, so I would have to call Empire Today on Tuesday, as Monday was Veterans Day, to correct the problem. We called on Monday and were very happy that they were not closed for the holiday. They sent the salesman back out and he showed us that he had not measured incorrectly and a second installation date was set for Saturday, November 17th, the first appointment in the morning.
I must also add that we completely emptied the room for both installment dates, to make the job go as quickly and easily as possible. That means that my whole bedroom was moved into my living room. For the last two nights I have been sleeping on the floor, as I refuse to keep moving the furniture back and forth.
As I already mentioned, we were supposed to be the first appointment in the morning, so at 12:30 I called to find out what was going on. They said they would have the installer call me right back. At 2:30 the installer finally called and said that they would be at our home by 4 PM, and that they would call before they arrived.
At 6PM I started to call the office again. I got a person in TEXAS!!
How a person in Texas is supposed to handle this kind of a problem in New York I'll never know. I asked for a supervisor and was told that he was on the phone with another customer and he would call me back as soon as possible. He never called back.
Then I realized I still had the salesman's home number on my caller ID, so in desperation I called him. He was shocked to hear this tale and said he would straighten it out Monday at the office. As today is only Sunday, I can only wait and see when and if I will ever get the carpet installed.