Reply by Empire Today Jul 31, 2010

Linda, I've read the information that you provided in your post regarding your concerns with your Carpet order. On many of our products, Empire does offer and has the ability to install next day once the order is signed and placed. I understand that you had a specific day when you needed your installation to be scheduled for and I apologize for the inconvenience this caused by us not meeting that expectation. Unfortunately, we made a mistake with the inputting of your order. On behalf of the organization, I apologize once again that we had an error with the order entry and that we had a delay in returning your deposit. It is my understanding that the refund check was mailed on July 21, 2010. If you have any questions please feel to contact me at customersupport@empiretoday.com or via phone at 888-588-2315 ext. 4195. Rebekah Clerk, National Customer Service Manager.
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Washington, District Of Columbia
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I set-up an in-home appt.with Empire today for Friday, July 9th.

We order carpet with the stipulation that it be installed the next day, Saturday, July 10th. Even though Empire Today states "next-day installation", beware as that is not always the case. On Saturday afternoon, after moving furniture to ready the room for the carpet installation, I called Empire to find out when the installers would be arriving only to find out that our order was not even in the system! Our sales rep.

hadn't even bothered to fax the order in on Friday! I wanted to scream at that point, and promptly cancelled the order (within 24 hours) as we had to have it installed on Saturday! Well, guess what, it is now July 26th, and they have had my deposit money for 2-1/2 weeks which they won't return. The first guy I spoke to there couldn't even help me without my cancellation number in front of me so I said I would have to call back.

The second guy didn't need a cancellation number, only my name (imagine that!), and told me that a check was sent on July 15th. The third guy tells me that a check was sent on July 21st! I'm sure if I call today I will be given yet another story. The lesson learned is that this company could care less if you believe them and their promises and put your life on hold for the day, then to add insult to injury, they won't even give you your money back!

The only thing I can do now is make sure everyone knows how they operate and hopefully don't use them and have the awful/stressful experience that we did with them.Trust me, I will NEVER call Empire Today again!

Review about: Carpet Installation Deposit.

Review #191224 is a subjective opinion of a user.

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