Reply by Empire Today Apr 09, 2011

Jennifer, as a member of the National Customer Service team, I’d like to apologize that we did not meet your expectations during the installation of your product. We want you to be satisfied and it’s disappointing to know that things were not finished correctly for you. Please accept our apologies for the inconvenience this has caused you as both a homeowner and parent. I understand that a member of our customer service team reached out to you recently to address your concerns and that you’ve scheduled a repair appointment for the coming week. If you have any further questions or concerns before this time, please feel free to email me at customersupport@empiretoday.com or contact me via phone at 888-588-2314 x4195. I’d be happy to help. Rebekah Clerk, National Customer Service Manager
Author's
Mount Laurel, New Jersey
0 comments

First off, I am pleased with the sales rep (for the most part) and the price.He was able to beat a few other estimates I had done.

The installation is my problem. They said it was Hollywood style stair install, which is the MAIN reason I went with them. It isn't, its striaght out and down. They tried cutting my gas line, which is inactive to the fireplace, and couldnt get it down far enough, so they made a hole in the carpet for it, and now its a sharp edge sticking out of the carpet with a rusty edge (I have a young child), and they did the same thing with an old cable that I didn't use.

They tried cutting it, but then left it sticking out of the carpet. Oh and I was promised lips between rooms, and there are none, which is fine, it seems securely fastened down between them, but when you say something, do it! The sales rep should have communicated my specific wants to the installers.

SO I'm not sure where the problem lies, but I am not happy.Awaiting a call back from the office

Review about: Carpet.

Review #230904 is a subjective opinion of a user.

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