Reply by Empire Today

Katrina, our mission is to make beautiful new floors easy for our nationwide customers from start to finish.
We sincerely apologize for your experience, and understand that we've completed the installation and have offered an accommodation for the inconvenience. If you continue to have questions and/or concerns please don't hesitate to contact us at customersupport@empire-today.com.
Thank you,
-ET Customer Support.
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1.5
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Last week Friday, June 12, 2020, I decided to go ahead with the home installation with your company. Ever since that day, its been nothing but *** which is disgusting.

The consultation with frank nonetheless I must say went well and he was very informative. After picking out my carpet, putting a down payment, and scheduling a day. I was excited for my carpet to arrive as Im doing home renovations. Tuesday my day of installation I got a call about 8:30 am asking to reschedule due to protesting which were none in my area.

But okay I calmly understood, now Wednesday comes. The company sends a guy who immediately comes into my space and says the carpet job is a two-man job, leaves my apartment. Immediately says I thought I would be able to do it by myself but I cant and the guy that was supposed to come called out. Heres the thing frank took pictures of my room and all other information and Im 100% he passed it on to the contractors yall hire.

That was strike two, he then proceeds to call and say theyll come back tomorrow. Now today being tomorrow a contractor of yours calls beforehand at 7:15 saying hes on the way. Implying *** be here in the next 45 mins, which I simply tell him its of inconvenience. Please come at 8:30, he says no problem.

He comes looks around and says he cant find parking! I stated well its a parking garage in the area or you can wait a few mins. The mangoes downstairs and never comes back or call. I had to call customer service all day which is no help like at all, be run around, file complaints, and call people to get answers of which I never got.

Somehow later on today I got through your poor customer service line and spoke to a nasty representative name Kevin. He was no help at all, none what so ever. I told him my situation and he didnt even have a lick of compassion. In that conversation, he tells me the reason that the contractor left was that it was no parking and furniture was in the room.

When in reality it was only my dresser drawer that you can easily slide out and a computer desk thats movable. But instead of the contractor told me that he leaves without saying anything!!! But prior to that situation, I was told by Frank that I paid for my furniture to be moved and all I had to do was remove the little things as I did. After that back n forth banter, he says the best thing he can do is reschedule for tomorrow.

*** take 50 off for my 3-day delay which is complete a joke. Not only do I have to wait for tomorrow to come, but I have to remove the two pieces of furniture which were paid for in my contact. Your movers are lazy and disgusting, and Im highly disappointed. Like I stated earlier Im in the process of home renovation and this is delaying my process tremendously.

Not only was your customer's services representative nasty, lack knowledge of everything when it comes to this company, and straight-up passive-aggressive. Its no one to call nor managers on duty! No one calls back, no one looks into nothing, and its all about money. Money which should be highly deducted from my purchase, because of the three days your company decided to waste mine!

Not to mention three days of work Ive missed, which I couldnt afford due to COVID 19.

My third strike is writing this email/complaint since Im a first-time buyer. Most likely will never do business with this company again.

User's recommendation: DON'T BUY FROM HERE !

Product or Service Mentioned: Empire Today Carpet Installation.

Monetary Loss: $400.

Preferred solution: Price reduction.

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