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empire today Complaint - Horrible Experience
empire today Complaint

empire today Complaint


Horrible Experience

Let me first say I had a very nice salesman. He was the best. But the customer service and installers were the worst. My scheduled appointment was for early Saturday. The installer called around 7:30 am and said he would be there in 45 minutes. I waited until 1:00 pm before I called customer service. Customer service saw that I was scheduled for installation but had no idea where the installer was. They didn't even know who was suppose to be installing my carpet. This went on for several hours. Unitl finally I called the salesman. He politely answered my called and offered to help me by calling the general manager. OK, now it's 4:00 pm and a hold day is wasted sitting around waiting for the installers. Turns out the original installers, I was told the installers wife went into labor and they switch to another installer and ......no they didn't switch the installers just could not come. I mean the excuse was so confusing I can't remember what the last one was. In any rate the general managers message was no was coming out and I had to reschedule. In the mean time customer service (call center) is still telling me to wait someone is coming out. So I rescheduled for Monday morning 7:30 am. They got there around 8:30 am. They were installing carpet on the steps and one bedroom and were suppose to be finished by 11:00. They finished at 1:00 pm. My daughter was late for work. And to top it all off they installed the WRONG carpet on the steps. I am appauled and trying to get them to change the carpet on the steps. I will not recommend them to anyone they are horrible!

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Business says: (7 years ago)
We’re sorry for your missed installation appointment and for any inconvenience caused to you during your experience. We understand that our customer’s time is valuable and the situation you’ve described is not in line with the standard of service we expect for our customers. We’d like the chance to speak with you to learn more about what happened so we may follow back with the installers and local market involved, but cannot look up your account with the information provided. Could you please email us at customersupport@empiretoday.com with a way to reach you? We look forward to working on a resolution together. Rebekah Clerk, National Customer Service Manager

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