Reply by Empire Today

Dear Mr. Robbins,
We appreciate you making us aware of your experience, and understand that we are currently working with you towards a solution. We will continue to ensure that your concerns get addressed.
Thank you.
Author's
3 comments

Scheduled a whole house carpet install three weeks ago for this week.Of course you disrupt your whole house to prepare for the installers so that they can just walk in and begin.

This morning someone called and left a garbled voicemail cancelling the install because they were too busy. When you call the phone number of the local office it just keeps recirculating the welcome message. After two phone calls to national customer service one of the reps called us back and asked to reschedule the following week.

There was no discussion or alternative to rescheduling and we had to take additional days off work to accommodate them.Why the huge ad campaign if you can't handle the sales?

Reason of review: Poor customer service.

Preferred solution: Let the company propose a solution.

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Comments

probbins
Oldsmar, Florida, United States #1255301

Took another day off from work to accommodate Empire's rescheduling and - they didn't show up again.This morning they called and were very confused by the job order - remove carpet and replace carpet.

They scheduled another installer for this morning, after he finishes another job, so hopefully they will begin the job today- or start it.

I don't have many vacation days left so this is becoming more and more unpleasant.

probbins
Ottawa, Ontario, Canada #1254838

So I sent you(Empire) my email address and contact info again and there was no response.Today was the rescheduled day for the install - guess what?

They are still not here and I took another vacation day.I can't wait to review the install if it ever happens.

ETCustomerSupport
#1252195

Dear Customer,

We regret to hear that you were inconvenienced by a missed installation, and assure you that we want to help. Unfortunately we are unable to locate your account with the information provided. Please email your account information to customersupport@empire-today.com and mention Pissed Consumer in the subject line, so we can further assist you.

Thank you.

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