Reply by Empire Today

Mr. Morgan: I was able to locate your account information for the order that was placed on 8/24/10. I apologize that we did not receive your original request to cancel, but want to assure you that your order was cancelled on 9/14/10. It may take 7-10 business days for you to receive your deposit refund. If you have any questions about the processing of your refund, I am available to help. Keep in mind that Empire does have a Low Price Guarantee. If you were able to find a lower price on a comparable product and installation, as long as certain conditions are met, Empire will beat that competitive price – guaranteed. If you would potentially like to find out more information about how we can work with you, please contact me directly. I can be reached at customersupport@empiretoday.com or 888-583-2315 x4195. Rebekah Clerk, National Customer Service Manager
Author's
New Stanton, Pennsylvania
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The day after the Empire Carpet Sales Person was at my home I cancelled the contract because I felt I didn't get a "deal" at their 60% off sale!

I FEDEX Overnight at the advice of the AG's Office and received a return receipt next day. According to their contract the deposit would be returned within 10days...

Nearly a month later I called them to see where my deposit was. I was told they had no record of my cancellation and wanted to know who I called. I informed them I did exactly as their Cancellation Policy stated and a "T. Williams" signed for it... They made me stay on hold for 15 mins stating they could not call me back and I'd have to wait. When the Rep came back on the phone he stated they cancelled it even though they had no record of it. I was now told I'd receive my Deposit Back in 10 to 15 days which is 6 weeks later!! They don't even follow their own cancellation contract policy!!

Bottom Line - SEND CANCELLATION OVER NIGHT RETURN RECEIPT - It's worth the $26.00 you'll pay!!!

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