Empire Carpet warranty Twinsburg Ohio
I called the company in September about my carpet coming apart at the seam. October 13, installers came out and said it wasn't the seam after they tore it up more. They stated carpet is falling apart because I steam cleaned my carpet.
Today I am told that voids the warranty. Then I was told that if I have a professional cleaning receipt they would look into it.
I told them no where did it state you can not steam clean. If they had no one would buy their carpet. I told them if it falls apart like that then their carpet is junk. I have never heard of carpet not being able to be cleaned.
4 Updates & Rebuttals
Audrey
Marengo,Ohio,
United States
Still not resolved
#5Author of original report
Tue, January 30, 2018
I was contacted by quote "inspector that doesn't work for empire" inspector told me that he is employed by empire. Got report back so now sales is suppose to get a hold of me to pick carpet. Been 3 weeks and still no call. I've left messages every 4 days and no response. I need answers and results
Audrey
Marengo,Ohio,
United States
Still waiting
#5Author of original report
Fri, December 08, 2017
Still waiting as of today and no phone calls. I've left voice mails
Audrey
Marengo,Ohio,
United States
Warranty
#5Author of original report
Sat, November 18, 2017
I already sent my receipt today and it is in your records. My address and phone number were sent and my record pulls up every time. I asked about steam cleaning when I purchased my carpet. I was told the carpet had stain protector in it. That I would be able to shampoo my carpet not a problem. I had left messages 8 or 9 times since September. I'm told today that they was moving things around and that is why it has taken so long for you to get a hold of me. Very disappointed with my whole experience with your company. When my carpet was put in your installers buried their van in my front yard and had to be pulled out. So big ruts in my yard which I fixed. Than to be told my warranty is void because I steam clean. What kind of carpet do you carry that you can't steam clean? My old carpet was 15 years old and I never had this problem. It never fell apart either.
CustomerSupport
Northlake,Illinois,
United States
Note from Empire Today
#5UPDATE Employee
Fri, November 17, 2017
Dear Audrey,
This is not what we want to hear from our customers, and we'd like to follow up with you. Please email your concerns and order information to customersupport@empire-today.com, so we can discuss your experience.
Thank you.