Empire Today's reply to:
Empire Today - Empire carpet, tardiness and lack of compassion, major inconvenience
Update by user Jul 13, 2016
Unbelievable, still waiting.
Original review posted by user Jul 13, 2016
My carpet was scheduled to be installed on july 13th, 2016. I received confirmation calls the day before and the morning of. An hour before the installers were scheduled to arrive we received a call stating that the carpet was out of stock.
My house has been cleared. My wife and I are took the day off of work, $$. The kids are at a sitter, $$.
Empires response was one of zero compassion and zero willingness to give us revolution. You can tell that they are so used to dealing with this issue that the customer service reps have no patience and quickly go on the defensive and get quickly irritated.
I am still waiting to hear back from them, and now their voice mailboxes are full. Funny, empty in the morning and able to accept messages, full by noon (complaints I am sure).
As far as the 50% off sale, it is all tactic. Carpet is a commodity, brands have to stay competitive or they go out of business. Empire will tell you that their carpet costs twice as much and you are getting the sale. Don't let that fool you. Shop around and you will see that empire is right in line with other businesses. If you do pay a few hundred more for a local company, realize that you will likely get much better customer service and that the smaller companies will likely take ownership of their product and installation. Empire on the other hand has a team in place that is trained to beat around the bush and offer you delay after delay. Good luck getting a rep, sales or management that is willing to go the extra mile for your satisfaction.
Reason of review: multiple isssues, price, delays and customer service.
Preferred solution: rapid resolution and installation, price reduction, contact and compassion.
I didn't like: Many things, Misleading sales, Customer service, Delays, Lack of resolution.