We purchased and had vinyl flooring installed on 02/05/2015. We were told we had to pay ahead of time for the luan which is what they put over the existing floor IF it needs it.
We were told the installers would make that call. When they came out to install the vinyl we were told by the installation team the original flooring was fine and they would not need to use the luan. They told us that we could call the next day and get a refund for the $400+ we prepaid for it. No problem with installation or flooring.
I called CS next day and right off no one was able to pull any of my information.
They kept saying they had to contact the installation team. They took my contact info and said someone would call me soon. I waited a week and called again, I had to give them all the info over because they couldn't find the notes in their system. Still no one knew anything of a refund and said the same thing they would have to speak to the installation team and call me back.
I got tired of waiting and called them back probably within a week of two (NO ONE EVER CALLS BACK). I was transferred to some random persons voicemail. I left a message explaining our problem and asking for a call back...nothing. I called again a couple days later with the same response....which was starting to get really old...someone would call me back within 1 business day.
FINALLY someone named Bill called and wouldn't you know it, he wasn't at the office that day and would have to get back to me...and shockingly Bill must have fallen off the face of the Earth because I never heard from him. On 03/12/2015 I called and FINALLY got someone who knew something about our refund. She said we were owed $432.25 and that they would issue a check which would come in the mail within 2 weeks. She said that they would submit this claim for processing that day.
Well tomorrow is 2 weeks and still nothing. I called today and they confirmed the claim was processed but are now telling me that it can take until 04/02/2015...funny because it didn't take 2 months for my check to be cashed...Apparently they are sending it via UPS...but cant give me a tracking number. I have had it, I'm tired of calling CS and no body knows anything, you can NEVER talk to a manager and what's worse NO ONE ever calls you back.
Buyers BEWARE. Save yourself the money and headache go somewhere else.
Product or Service Mentioned: Empire Today Installation.
Reason of review: Problems with payment.
I didn't like: Horrible customer service.