Reply by Empire Today

Dear Lisa,
We regret that your experience was not a great one. If you continue to have questions regarding your installation please contact us via customersupport@empiretoday.com. Thank you.
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San Francisco, California
1.0
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Advertised vs Delivered
Customer service
Discounts and Special Offers
Exchange, Refund and Cancellation Policy
Price Affordability
Product or Service Quality
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Value for money
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1 comment

To Bill at Empire!

I want you to know that I did not agree to sign a settlement agreement, nor will I. Also, after reading it, you stated that Empire is at no fault. You clearly stated that after seeing the inspection photos it was a poor installation and your company was going to redo our entire home. And, on more than one occasion you stated that the job was not done well and that you were sending your top installation team to re-install new carpet. On Tuesday, April 5th, your team arrived and informed us that they would be unable to do the job because of the padding. On Thursday, April 7th, Kendrick visited us to show us samples and from there we selected the carpet. YOU placed the order for the carpet chosen and scheduled installation for Thursday, April 14th.

At 11am, Wednesday, April 13, you left me a voice message asking me to return your call and I did. The following day, April 14th, I called at 7:32am, 7:45am, and 9:57am and finally heard back from you only to inform us that your company would not be installing carpet and ripping out what we currently have, and a refund would be issued.

The endless lack of consideration from the entire Empire team has left us with a very disappointing experience in regards to customer service and quality. The ongoing inconvenience to our lives and our home has put myself and my entire family on edge. The unnecessary expenses incurred due to Empire has left us no choice but to contact a lawyer in which we already have for all of the damages your company has caused.

Today was the absolute finishing touch when we received a phone call shortly after you and I got off the phone stating that the installers were on their way. Erin Lee arrived at our home to greet the installers and upon arrival, I informed her that you canceled the installation. The lack of communication between your whole entire team is unbelievable.

For the record, you sent the same sales person out to us to choose the carpet and if you wanted control of what we chose then you should have never given us the option. Your job as a business is to satisfy your customers in which you have not. As I stated in my review, I am not and will not be going away!

Review about: Empire Today Flooring Installation.

Reason of review: Order processing issue.

Monetary Loss: $9000.

I didn't like: Misleading, Lack of caring, Craftsmanship.

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Comments

ETCustomerSupport
#1153561

Dear Lisa,

Your concerns are important to us and we are disappointed to hear about your experience.We never want our customers to feel this way and we will follow up with you again soon.

Thank you.

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