Reply by Empire Today Feb 11, 2011

Monica, I’d like to apologize for what happened. Clearly, an error was made when our sales representative calculated your estimate. We hope you understand that he did not intentionally give you the incorrect price. We would like to make things right with you because we always want our customers to be satisfied after their experience with us. I can see that our Customer Service Team spoke with your husband and they agreed on a quote the he’s satisfied with. He let us know he would like to talk with you first and will be following back with us to reschedule. If you have any further questions or concerns before this time, please don’t hesitate to email me at customersupport@empiretoday.com or contact me via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager
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New York, New York
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Tonight, February 7, 2011, I sat in the same dining room area as in November, again to be given five quotes for a two bedroom job. Firstly, your salesperson brought the highest price-point board to the apartment and nothing else. After measuring the two rooms, he quickly concluded that the 304 sq. ft. would cost $3200.00 for laminate flooring. That was almost the total approximate cost of the job above. When I expressed my displeasure to him, he stated that he was discussing the best product and why would I want something cheaper (like to product I had purchased in November)? As if that insult was enough, he proceeded to state that people are insulted when he brings the product I had on my floor to their consulting appointment. I told him that I did not have a lot of faith in his quotes and that the experience was why we called a regional manager prior to his visit. After that statement, he quoted us $1400.00 for both rooms using the American Way product. I agreed that I could live with that price but needed to see the colors because I wanted a darker color in the bedrooms compared to what I have currently in the other rooms. He stated that American Way did not come in very dark colors and that only high-gloss came in dark colors but the price-point was just like the $3200.00 quote. When he left o get the other board, my husband and I noticed on his price-point paper that high-gloss was actually the least expensive. Upon his return, my husband pointed out that the high-gloss product on his price-point sheet was in fact the least expensive on the sheet. Annoyed that we had looked at the paper, he said he miscalculated the $1400.00 price and it was really $2800.00. Then he said we would get a $200.00 discount for being a return customer, so in fact we would have to pay $2600.00. When I said to my husband, "Let's just call the regional manager," the salesperson offered to call his manager to determine if we could get a deal. After speaking to the manager (and never offering that he quoted us a price of $1400.00), the salesperson said that the manger would offer us "This price." At that time, he did not say a price, but instead placed $1800 on the calculator and turned it toward us resembling a bad rendition of a stereotypical used car salesperson. I pointed out that within 30 minutes he had indeed offered five different prices for two bedrooms and rehashed the experience with him. He started to pretend to nod and finally said, "So you're not interested?" I told him that I take spending my money very seriously and that he should know that I planned to call the national office. He then stood-up, laughed, and started walking to the door. When my husband and I told him that nothing was funny, he stopped and said I'm laughing because you didn't have to restate everything that happened. He further stated, "I only offered you two prices because the mistake doesn't count. I am not perfect and you are not perfect. If you had signed the paper, oh well. You didn't sign it and so it doesn't count." I then stated that it counts to me because I am a customer and when you tell me a price I agree to, I expect you to stick to it. I also told him that I would be calling the national office again. He turned to the door and said, "You can call who you want to call. You can call national, regional or Obama, "and walked out of the door.

Needless to say, I am highly insulted by this unprofessional salesperson sent to my home by your company! I wonder what kind of recruiting you do and what type of training is offered to your salespeople. Although I had a bad first experience, I gave your company the benefit of the doubt because your product looks good in my home. I never imagined that the second experience would top the second experience in a bad way. I am compelled to ask the following questions:

"¢Why have I had two consecutive similar experiences that appear to be of a swindling nature?

"¢Why did your salesman appear to be so comfortable with disrespecting me and my husband?

"¢What type of training do your salespeople receive that they believe a calculation error (if indeed it was a miscalculation) should be ignored by all

"¢Is the service offered, in some areas, a different caliber compared to others (I find it hard to believe that you provide this service in more affluent areas)?

"¢Is your corporate office condoning the behaviors of the salespeople?

"¢Is this an issue for my local Congressman? How many other customers in this area are being taken advantaged of by Empire salespeople?

MGF

Review about: Wood Flooring.

Review #220416 is a subjective opinion of a user.

PRODUCT OR SERVICE Empire Today Flooring
Reason of Review / Monetary Loss Not specified / Not specified
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