Reply by Empire Today

Anil, we regret your experience during your repair appointment. We always want to provide our customers with world-class service, so it’s disappointing that this was not the case. We make it a priority to work with our customers if problems arise, and we understand that we have spoken to you about this issue and that your repairs have been completed. If you have any questions please call us at 888-588-2315 x4195 or email us at Thank you. Rebekah Clerk, National Customer Service Manager
Simsbury, Connecticut

They were to come and restretch our carpet. Firstly they did not come on the day they said they would. The customer service puts you on hold for long periods of time for every question you ask them.

They told me it would take 4 hours to do it and when the installers came they said it would take 1/2 hour to do it. The amount they were charging me for 1/2 hour of work was too much. So I called customer service about it. While I was on the phone with them negotiating the price, the installers left without so much as telling me that they were going to leave. I was about to pay for it (They insist that you pay before the job is done. ) and that the customer service lady wanted to talk to the installer when I realized I could not see them anywhere. Thankfully I had not paid them as yet. When I spoke to the customer service manager about it, she claimed that their employees are "trusted" employees! They obviously don't understand the meaning of the word trust. When the service man leaves your home with the job partially done, I don't call that "trustworthy".

Very bad experience. I am bugged that the manager I spoke to did not even care about the whole thing. She said they had to leave because they were delayed by me and had to go to another job. But guess what - they were delayed because their customer service put them on hold for every little question for long periods of time! She did not apologize for them leaving the house like that. Obviously such bad behavior on the part of customer service reps/managers and installers is standard practice in that company!!!!

Monetary Loss: $165.

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