• Report: #1019978

Complaint Review: Empire Today

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  • Submitted: Mon, February 25, 2013
  • Updated: Tue, February 26, 2013

  • Reported By: camiel — clarksville Tennessee United States of America
Empire Today
Internet United States of America

Empire Today WORST SERVICE EVER, Internet

*UPDATE Employee: ET Customer Support

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    I think that my rep names Scott from Empire today and he came out of Nashville, TN to do my free in house estimate. He brought carpet samples however he didnt bring any hard wood samples only samples in a tri folder book. He told me since I was a Veteran he would give me a discount, which I didnt received...whatever doesnt matter really. So the date came for my installation 13 Feb 2013. I took this day off work with no pay since the rep told me that it will take a couple days for them to finish everything that I wanted to do.

Let's go back a little, my house have 3 bedrooms, a living room and a kitchen eating area. I had hardwood flooring put into my living room and hallway when I 1st brought the home. The kitchen was laminate wood, which after awhile I started hating. So I wanted to put hardwood flooring in the kitchen and my master bedroom, I wanted the colors to match well as close as they could. I have something like natural oak flooring. Now on installation day when the guys showed up and I requested that they do the carpet 1st since I have already cleared out those 2 rooms. They told me that they only do wood flooring and that another group would come and do the carpet.

This was unknowing to me since Empire didnt mention that when I setup the appointment. They brought in the sample to show me and it was way off from what the rep told me that I was going to be. Not only was the color of the size was off as well, they brought 2 1/2 size but the wood I already had was 3' wide. They made some call them left since the product was wrong. Since flooring had issues they went ahead a cancel the carpet installation without asking me what I wanted to do. A couple hours later the rep was able to get them to upgrade my product and arrange for the product to ship over night from Atlanta to Nashville. 

    So the next day 16 Feb 2013 Saturday I received a call from the Nashville manager saying that the flooring didnt make it on the truck so they wouldn't be able to come out since they didnt have to product. Talk about being "P' off, I had miss a whole day off work now I didnt get anything accomplished at all. They wanted to reschedule but I told them I would call them when I am ready to reschedule. I called to reschedule on Monday 18 Feb 2013 for Saturday 23 Feb 2013. I specifically ask that they send out the carpet installer 1st and was told they would put it in the note. The day of the installation 23 Feb 2013, the carpet guys showed up but they forgot their paperwork. Anyway the carpet color looked correct so they when ahead and install it. They were pretty quick and was done in less than 2 hrs. So here I am waiting for the wood floor to show up, at around 1pm I call the rep and ask him what time will the other guys be showing up. He said that he would call and find out what's going on. 
    
    After he call me back, he told me that the wood was schedule for next Saturday 2 Mar 2013. I really couldnt believe what I was hearing, how in the world could they mess up my installation again. I was so infuriated at the time tears stared to run down my face. The rep told me there's nothing that he could do since the office is usually close on Saturday and that I would have to call them on Monday. This infuriated much more, therefore after I calmed down I called customer service and cancel the rest of the installation.....moral of the story is really bad service from this company....my overall satisfaction -5 on a scale of 1-10.....how in the world do you schedule something for a customer when they didnt require that scheduling, guessing they know my schedule much better than I do.."EXTREMELY" bad service I will never use them again or recommend anyone I know to use their service. I should have listen to my dad's when he told me to cancel when they messed up the 1st time. WORSE SERVICE EVER!!!!

This report was posted on Ripoff Report on 02/25/2013 11:40 AM and is a permanent record located here: http://www.ripoffreport.com/r/Empire-Today/internet/Empire-Today-WORST-SERVICE-EVER-Internet-1019978. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 UPDATE Employee

ET Customer Support

AUTHOR: Business Response - (USA)

Camiel, we are disappointed to learn of the delays in your installation and any inconvenience that occurred as a result. We can assure you that your experience is not what we expect for our customers, and we would like the opportunity to make things right for you. A member of our customer service team will be contacting you soon to discuss your concerns and the misunderstanding with  your installation appointment. If you have any additional questions or concerns, please contact us at 888-588-2315 x4195 or customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager
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