Empire Today - Hackensack NJ
262 Green Street
South Hackensack New Jersey 07606
United States of America
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Empire Today - Hackensack NJ They never showed up! South Hackensack, New Jersey
*UPDATE by author: I appreciate your taking the time to write...
2Author
0Consumer
1Employee/Owner
We ordered extensive carpeting and flooring, from the Hackensack Empire Today, a couple of weeks before needing it installed. In the ensuing time, we took time off work and incurred the expense of getting a handyman, in to make certain everything was to the sales person's specifications. They confirmed the installation date on our call to them, three days prior. We were told that the installers were expected to be there at 8 AM, but if we don't see them by 10:30 we should call to check the revised time. The day before the scheduled install, we again took time off work, unpacked every item from the furniture, moved everything out that we could move ourselves and disconnected all electronics. There was no place to move, what with all the repositioned furniture, and not even a TV to watch all the Empire Today commercials promising you excellent service.. Guess what? At 9:40 on the morning of the installation we get a call saying that they had overbooked for that day and couldn't make it. Obviously, they had to know this before the morning of the install and could have called earlier. They just didn't care.
If you live in New Jersey, please note that Empire must notify you in writing if they can't make an installation date. The customer has the option of accepting a revised date, or (our option) canceling the order with a full refund of any deposits.
Good luck.
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REBUTTALS & REPLIES:
2Author
0Consumer
1Employee/Owner
Updates & Rebuttals
#1 Employee
AUTHOR: Business Response - Northlake (USA)
SUBMITTED: Tuesday, November 15, 2011
POSTED: Tuesday, November 15, 2011
We understand our customers’ time is valuable and truly apologize for your missed appointment. We understand you set aside time for your installation and we’re disappointed to hear this happened as this isn’t how we expect our customers to be treated. We’d like the chance to reach out to you to learn more so we may follow back with the local market involved and so we may reschedule your installation for you. Unfortunately, we do not have your contact information. Could you please email it to us at customersupport@empiretoday.com or call us at 888-588-2315 x4195 so we may reach out to you? Thank you and we look forward to getting this resolved for you. Rebekah Clerk, National Customer Service Manager
#2 Update By Author
AUTHOR: RM - Bergen County (USA)
SUBMITTED: Friday, November 18, 2011
POSTED: Friday, November 18, 2011
... but the time for a company to care about its customers is not when it needs to do damage control on a public forum. It should carry all the way through the process. Empire Hackensack employees did not arrive for work Saturday morning to discover they had inexplicably been overbooked by 10 jobs overnight. (This is Empire’s statement regarding the reason for the canceled installation, not mine). They knew it at least the day before, when they were bringing in carpet from the warehouse for the Saturday installs. They probably knew they were in trouble when we called on Wednesday to confirm the Saturday date, but they confirmed the appointment anyway. Why? Because under New Jersey law they have to offer the customer the ability to cancel with a full deposit refund if Empire can’t make the installation date, and that would cost Empire money. If they cancel a few days in advance, that gives the customer options to find other vendors. Far better for Empire to wait until the customer has no choice, to make certain you keep the sale. (Also under New Jersey law, they need to notify the consumer in writing if they can’t make a delivery date, which was not done either.) I appreciate your consideration, but there’s really nothing to resolve here. I will never use your company again and I will make certain that any potential carpet & tile buyer I speak with understands how this business is run.
