Reply by Empire Today

Chris, I truly apologize for your experience. It is always our goal to make the installation experience easy and convenient for our customers and I’m disappointed to hear that this wasn’t the case. It’s my understanding that we did speak with you yesterday to address your concerns and that your installation was completed. If there is anything else I can do for you now or in the future, please don’t hesitate to call me at 888-588-2315 x4195 or email me at Rebekah Clerk, National Customer Service Manager
Summerville, South Carolina

Scheduled carpet install on Saturday July 2nd, holiday weekend. Family in town and we all waited for install before leaving for holiday weekend. That morning at 0747 I received a call from Felix, the installer that he would be at my house between 0800 and 0830 to begin the install. At 0845 when he had not yet arrived I called him back on his cell phone and he said "we were just there and knocked and rang your door bell for nearly twenty minutes, when nobody answered we left and cancelled the job and now are almost to Rockford, IL for our next job". Couple problems with this: 1. He never showed up, we were all home including our guest and if he was ringing the doorbell or knocking for twenty minutes as he said we would have heard him. He also never tried calling again to say "I am at your house"

2. The second issue is that he said "were almost to Rockford" which is over an hour and a half from my house, how did he get there in 15 minutes?

At that point I called the local office at 0854 and a female employee answered and placed me on hold. After being on hold for 17 minutes I called the same number from our house phone while still on hold on my cell. (At this point is when I started writing down names and notes since it was the first time I realized this was going to be a long process) Another employee named Dee answered and said "I didn't even know you were on hold". I explained the situation to her in regards to Felix. She assured me that if I was ok with it he would come back and be there between 3-6pm the same day. My family, although irritated about putting off our vacation even longer agreed and we waited. That evening at 5:52pm when the installer still didn't show up I now called the customer service number hoping someone could help me there. I spoke to a gentleman and he put me on hold while he contacted the installer. The installer told him that he was hung up on a job and couldn't be to my house until 9pm that evening and wouldn't finish until past 11pm. I explained to the customer service employee that was to late because we had children sleeping at that time and we had already wasted the whole day and pushed back our vacation plans. He asked if they set up an install for 8am the next morning if that would be acceptable? After checking with my family again, they agreed we would leave after the install and just miss one day of our vacation. He told me that it would be a different installer but he has the job in for 8am guaranteed and listed it as a priority job.

Now comes Sunday the 3rd. At 0730 I started working in our front yard just to be sure there could be no confusion this time on us "not being home". By 0917 still no installer so I called the customer service number again. The number was answered by a young lady who once again put me on hold while she contacted the comes the good part.....the installer answered her call and said "I don't even work today and was never notified of the job". The person on the customer service line actually sounded very shocked herself and could see on the notes for my account that he was scheduled to be there and that I was told the night prior. She said that she tried to contact the area manager on his personal cell phone but was only able to leave a message but she was sure he would call me that day to discuss. At this point I wanted to cancel the whole thing, we had wasted our entire holiday weekend and our family came into town and now wasted theirs. She asked if there was any chance to reschedule and for whatever reason I agreed and she put me down for after 4pm on Tuesday the 5th. Not to my surprise no manager ever called me the remaining of the weekend which we ended up just spending at home at this point.

Tuesday morning at 0818 I received a call from the installer saying he was almost to my house. I explained the situation again and told him I was scheduled for after 4pm because I was at work. He told "I don't think that will be possible and someone else will get back to you" At 0825, I called the customer service number again and spoke to Edgar. I explained everything again for the 10th time and Edgar was anything but helpful. At one point Edgar said " Do I need to remind you that it was a holiday weekend and these things happen"? When I explained that I was well aware it was a holiday weekend due to the fact of mine being totally ruined he began to try to talk over me by raising his voice. When I asked to speak to the manager he laughed and said "ya, hold on". Shortly after Andrew, stated he was the only manager on duty, answered my call and asked how he could help. Once again, explained the whole story and now also how rude Edgar was. I asked him why the installer is at my house now when we agreed on 4pm? He said he could see from the notes that they were scheduled to show up at 4pm and would make sure it happen. He also said he would leave a message for the area manager again to call me before the installer showed up this evening. I took time off from work to be home by 3pm. By 6PM guess what, no call from a manager and no show from the installer. Once again I called the customer service number and was answered by a gentleman named Garfield and again explained the whole story. Once again, put on hold while he contacted the installer. He attempted to call the installer 3 times and was unable to reach him or anyone at the local office. At this point I asked him for the contact information for someone at a higher level within Empire. He called and left a message with Ranisha Odom who works at the President's office and also provided me with the same contact information.

Today is Wed, July 6th and I have yet to receive any call from anyone at Empire or even a follow up to the fact that the install still hasn't happened.

This was my first exposure to Empire and will be my last. This has almost become an unbelievable story and is the best example of a template for horrible customer service I have ever seen. I have two neighbors that were putting in either new carpet or new flooring in the next month and both have decided they will not go to Empire after my experience. I plan on writing a letter to the BBB and the Corporate Offices of Empire

Product or Service Mentioned: Empire Today Flooring.

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