Sales representative brought in the high quality samples of the carpet color I preferred grey , all 4 of them. The sales rep Greg will not give me the information on how to contact the installation manager. I was unable to answer as I was on a conference call with my job I work till 6pm. But edges on the wood started to peel off a little. There was no phone call and we left multiple voicemails for anyone from the office to call us back for the installation.
I have left several messages with customer service with no return call. The floor is popping and cracking throughout the house now! Then when I made their management aware I was treated poorly and offered a very minor financial refund. I asked him to hold while I asked them. I noticed the next day during another round of cleanup, that the installer placed some of the trash in my bathroom trashcan and the seam in two of the bedrooms is not very well done. During your free estimate, an experienced Sales Representative will help you choose a floor, take room measurements, and provide an all-inclusive price estimate.
As a customer, I am writing to ask that you look into your company policies and instill 1 better communication with customers after consultation 2 clear cancellation policy when your installation team walks away from a job 3 better training for installation crew when it comes to excepting payment 4 training customer service representatives on how to work with customers 5 clear understanding for customers during consultation to avoid upcharge and delay of installation process. By November, the carpet was falling apart, frayed and looked to be at least 20 years old. Product may not be sold separately from installation. Then tryed to vober it all with white quarterround. So, my husband and I cleared all the heavy furniture out of the room, made arrangements for our 3 dogs to be out of the house, cleaned everything in anticipation of our install this Sat morning. And so far I like the color of the carpet and the pattern they got on is really soft.
They had to reschedule to come back Monday. Corporations like this only existe because of employees generosity who work over time as independent contractors for no pay. I thought to myself well he better hope new carpet is okay with no cuts to my doors as he just distorted my old carpet. I paid to work and this was the lowest point in my life. I asked him were they not told there was furniture to move.
Its the way I have been treated in this process, come on. He stated that upper management to include the main office in Chicago and all General manages and district managers will get this message and ticket. I used Empire several years ago with great success in Texas. Your customer service is atrocious! First time ever of us heard or even made mention of gluing the floor down! His kids were in and out of the house, just watching him, sitting on their phones, not really doing anything. I waited a week and tried calling Annette at the extension provided by Rosemarie and there was no such extension or person by that name. I received a call from someone wanting to make it up to us. Working with Empire Today has been a terrible nightmare! While someone reached out quickly and persisted in reaching me, I am not a satisfied customer.
Ordered carpeting for 2 bedrooms to include closets. The rep that came out was so good with all the stuff. The lady told me they could not guarantee the appointment because they were very busy. After checking with our sales person he said he does not recall our conversation and had not represented it as tracklist. Ok so we get a manager who swears they will make it up to us. We were thinking about using Empire for our new house, but that will not happen. It has apparently died at Empire Today… Sincerely, Dave Medbery Covina, Ca.
Keep in mind, this whole time all my cats have had to be locked up in the bedroom, and my fridge and gas stove were disconnected because I was told they had to be for the floor guy to be able to move things. I am not asking for a hand out but I feel that we should be compensated better then that. Now we are off and running with the calculations. When I asked them how they were doing, they said, Fine. At this point I call my sales person who clears is up and they are with out a doubt going to do install Dec 6. Second, since the padding was inferior to my padding and cheap, Like night and day.
I called customer service multiple times over a course of months. Maybe the Ceo will read this and help. Finally after a month got an answer. The checks were stopped for payment because no work was done by Empire Today, and the installation team cancelled the job. First thing he says is 'oh well, with laminate, sometimes it does this, maybe you have moisture'. Reluctantly I agreed bc they had my deposit etc. Finally the guy did call and say I can give you 150.
The people who came in and installed the carpet were friendly. Finally 2 days later they started. I called my bank and placed a stop payment on the check. I confirmed what was being committed to with Trevor before he left my house, and when Kim called me to make the arrangements for the full replacement I confirmed the work to be done and the timeframe to schedule the work within one-year. Starting in 2004, the jingle reverted to the original, but with the Empire Man saying today at the end. He says he does not recall that conversation as well.
Their short pile height helps keep crushes and dents from forming. Anyhow it all started with scheduling my first appointment with a salesperson which never showed nor a phone call this happened 2 more times and I had then given up on your company but got a phone call asking to reschedule so I did and this time someone did show up. They installed carpet in three of our bedrooms and I like everything about the carpet all the way around. There are two steps in the family room, one to the kitchen and one to the hallway. So, he was gonna have to say that that roll was defective. Be careful in using them, they do not keep their word.