Empire Today Customer Service Issues

I've been trying to purchase flooring for over three weeks as advertised "before Christmas." However, the specific one I wished to buy was in stock initially but got canceled the day before. The poor customer service did not accommodate me properly, making it seem like it was my fault. Even after inquiring about alternatives within the same price range, I was left hanging with a promise of getting an answer on availability. After calling three times and waiting for over an hour each time, I was told they would either email or call me back - but I haven't received any response yet. With Christmas approaching, I simply need a definite answer so I can consider looking into other companies.

When the salesman described the warranty, he implied it was included in the rug's price. We were surprised to learn from the subsequent email that it came at an extra cost. Additionally, he assured us that the rug we selected came with a lifetime warranty and three complimentary cleanings. We believe he exploited the situation. Our warranty number is AV63187, contract number 047TAAH566, and my name is Nancy Kramer of [redacted] Creek Road, Christiana, PA [redacted]. This unexpected $[redacted] expense would have been avoidable if the salesman had been transparent and given us the option to decide on the warranty ourselves.

On April 30th, [redacted], my carpet warranty installation was scheduled, but the workers arrived without enough carpet for the job. Despite the measurements being in your system since March of [redacted]. I also added a new job for the stairs which couldn't be done. I'm requesting full reimbursement for the stairs since I had to take time off work for a job that wasn't completed. Furthermore, on April 29th, [redacted], the tile installation worker couldn't proceed because the carpet installation hadn't been done prior, as both jobs were on the same level. I shouldn't be responsible for payment for either the steps or tiles due to errors made by your company. I am disappointed in Empire's service, especially after relying on it for my new home with plans for future jobs. It was frustrating speaking with the warranty manager, Abigail Davis, who contacted me on her day off. She made it seem like a personal inconvenience to resolve the mix-up caused by Empire's lack of information. I request that all three jobs have full warranty coverage to ensure I'm covered for any future issues without additional fees. Thank you, Monique A.