Reply by Empire Today

Paul, we regret any inconvenience that occurred from the delay with your refund. We understand that we’ve been in contact with you regarding the confusion with your order and that we’ve reached a resolution. If you have any additional questions or concerns, please don’t hesitate to contact us at 888-588-2315 x4195 or Thank you. Rebekah Clerk, National Customer Service Manager
Hartford, Connecticut

We ordered over $3000 of window treatments (Hunter Douglas) in April, through the Empire sales rep servicing central Connecticut named Lori. They arrived in May, and the installer began to install them.

As soon as they started going up, we noticed they were very different (wrong model, color, and size) than what we had ordered and asked the installer to take them back. When I contacted Empire Today (5/16) to ask for a refund of my $943 deposit, i was told that a local rep would contact me in 1-3 days. I called again on 5/23, stating that nobody had called. They said a local rep would contact me the next day.

I called again on 5/25, and was told that records show that my blinds were installed, so I wouldn't get a refund. When I stated that were very different than what I wanted, and the installer took them back (aside from the two blinds that he left here, now sitting on my floor), I was told the local rep would call me back in the afternoon. I called back in the afternoon when I hadn't received a call by 4:30pm, and I was told the manager was away and I should get a call next Tuesday. This is ridiculous.

I'm now out $943, and still have no blinds. I would ask for a replacement, but since the sales rep has no idea what she is doing, how can i possibly get what I actually want?

Monetary Loss: $943.

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