Empire Today's reply to:
Empire Today - Lacks Customer Service
Empire Today was having the 60% sale and I needed a carpet for the basement of my mom's house that we were putting on the real estate market. The salesperson showed up on time and understood my needs and I was basically happy with the product received. I was told that the installers are employed by Empire Today, not sub contractors. Installation would take 2 hours. I was told that I would receive a call on Thursday evening to confirm the time that the installer would be at the house on Friday. I had purchased carpet from Progressive years ago and had a bad experience with a no show on installation day and no way to contact anyone on a Saturday to resolve the issue.
I received a call on Wednesday evening (not Thursday as I was told by the salesperson) and was told that I was scheduled for installation on Friday between 8 am and 6 pm. I need to add that the woman who called had such a thick foreign accent that it was difficult to understand what was being said. I had to ask her to repeat almost everything 2 or 3 times. I asked for the time of arrival of the installer and was told that I could not be given that information until the day of the installation. This is a poor customer service policy. The customer's time is valuable.
I called Friday morning at 7:15 am (I was told the installers loaded up their trucks for the day's deliveries at 7 am). I was told that there was no way they could tell me what time or my position on the delivery list so early in the day. The information is not available until 10:30 am.
I called at 10:30, put on hold while the customer service person placed a call to get the information. The person got back on the line and said someone would call me back. I received a call by another Empire Today employee to say that they contacted the installer and he would call me with the installation time. He did call with a time range of 3:00 to 5:00. I was at the house from 3 - 5. At 5 pm, no installer arrived. I called the installer and he said he was sorry but was running behind schedule because the 2nd installation had furniture to be moved that was not planned and he only had one helper. He would arrive in around 3 hours. He should have called me at 3 pm to inform me of the delay. I really think he should have rescheduled the 2nd installation since it was not as planned. Empire Today could have sent additional personnel to the 2nd installation to keep them close to schedule.
I called the salesperson who contacted the installer and got him to commit to a time of 6;00 - 6:30 pm firm. Fifteen minutes later, the installer calls me back and adjusted the FIRM arrival time to 7:00 - 8:00pm. I called the salesperson and left a voice mail message informing the the change. I had my son with me and had to take him back home (45 minutes away) so that he could attend a 7 pm party and then I return to my mom's house.
The installer arrived at 7:30 pm. The sales person called me back at 7:45 pm. Installation took 3 hours, not 2 hours. This is important because it is a row home, so the neighbors had to endure the noise of installation after 9 pm. I liked the product. Small complaint was that they did not replace all of the trim that they took off. I had to do this.
I was ready to just put this all behind me, but I received a followup call for feedback. Once again, it was a woman with a thick foreign accent that was difficult to understand. I answered her questions and kept relaying the shortcomings of the customer service level offered by Empire Today. I got no reaction, just read the next question. After the final question, where I indicated that lack of customer service, I got, "That's all I need". I stopped her and asked what was the process of the survey I just took. She said she just submits her completed surveys. There was no comprehension on her part of the bigger picture and she had no customer relation skills. She asked if I would want someone to call me back. I said sure.
Over a week later, I received a call from Empire Today stating that I had requested a call. I had to relay the full story. He should have known the background upfront. His response was he was sorry but things happen and could do anything to make up for my inconvenience.
Moral of the story, don't expect any customer service from this company. I told Empire Today I would not consider them for the hardwood floors I am having installed in my own home ad that I would relay my experience to friends & family. Friends, go somewhere else.
Review about: Empire Today Installation.