• Report: #1056960

Complaint Review: empire carpet

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  • Submitted: Thu, June 06, 2013
  • Updated: Thu, June 06, 2013

  • Reported By: nancy — 12582 New York
empire carpet
new haven ct stormville, New York USA

empire carpet Customer service IS NOT a Priority as Advertised stormville New York

*Author of original report: Follow up was a JOKE! Customer Service SUCKS!

*Author of original report: Follow up was a JOKE! Customer Service SUCKS!

*UPDATE Employee: ET Customer Support

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I have spent to date over $5,600. Incredible amount of money to ALWAYS get the run around on the phone. Incompetent employees and inaccurate information. I have great empathy for my salesman to put up with these rude and incompetent people. Today my husband and son both took off of work to dismantle the rooms in my basement, clean and prepare the room for new carpet installation. I called not once but TWICE the day before to ensure price, carpet selection and room to be installed. WHY??? BEcase there is ALWAYS confusion with these people. Today the installers came to my house with a job that was NOT scheduled and NOT confirmed. WHat the hec is the point of a salesman to fax over the order, for the consumer to confirm it and then send the installers out without the correct prodct for the room. I spoke to MElISSA of my local installation who apologized for the confusion. CONFUSION? This is suppose to be a professional company. WHo is compensating myhusband and son for taking off of work? My son can't sleep in his room because it is dismantled and there was absolute NO concern, no compensation, ZIP, NADA. This company always PROFESSES that you are getting rock bottom, but that's  alie because everytime I show them that HOe DEpot and Lowes are cheaper. I only chose this company for convienence. Melissa acted like she was doing me a favor by sending out the iinstallers with the correct job to come to my house tomorrow. NO regard that my husband has to take off again. I AM DISABLED. This company has no clue what customer service is about or how to recetify a situation when it was EMPIRE'S MISTAKE! As always, the installers speak very limited ENglish so confusion would be a gross understatement. I feel bad for these young men who traveled all that way without the required material to geet the job done. EMPIRE WASTED everyone's time. NOw I sit on pins and needles as always wondering if they are going to show up, with the correct product and with the quoted price. Yes, the quoted price does change and the customer service  clerks are clueless. NOt to mention THESE FINANCIAL PEOPLE NEVER CALL BACK. HEy MArgarite, I'm still waiting for your call. I have three more rooms after this one that were scheduled to get done. I will have to think long and hard about that decision after tomorrow's installation.


This report was posted on Ripoff Report on 06/06/2013 12:38 PM and is a permanent record located here: http://www.ripoffreport.com/r/empire-carpet/stormville-New-York-12582/empire-carpet-Customer-service-IS-NOT-a-Priority-as-Advertised-stormville-New-York-1056960. 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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REBUTTALS & REPLIES:
2Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Follow up was a JOKE! Customer Service SUCKS!

AUTHOR: 96 blueberry lane - ()

I will NEVER SHUT UP ABOUT HOW THIS COMPANY IS A RIP OFF and Customer service SUCKS!!! I want to thank everyone who has contacted me and we WILL ALL take action. EMPIRE just because you contact a customer back DOES NOT Mean you are giving customer service, especially when your crumbs is NOT compensation. I have now spent over 6,900 and was told that I would be compensated 100 IF and ONLY IF I was held hostage to complete the outstanding 3 rooms. This is NOT compensation. Compensation and customer service is a happy customer.

1.)First of all send omeone out to check my crappy product you installed in my livingroom and hallway. The carpet has loose fibers coming up all over.

2.) Your compensation for 100 was nothing more then the online coupon offered to anyone calling EMPIRE. My husband and son make well over 100 for the day. Thanks for the insulting offer.

3.) YOUR salesman should have informed us that I would be cutting doors down after the fact. I COULD HAVE BOUGHT HARDWOOD. NOPE! Preinstallation review is PRIOR TO RIPPING UP MY ENTIRE BASEMENT CARPET UP AND TOSSING IT OUTSIDE ON MY DRIVEWAY. HOw about preinstall check list being before you RIP UP MY EXISTING RUG.

4.) I have contacted my Attorney General and Legislator today. I am absolutely insulted that you would demand I finish the rooms to be compensated a 100 dollars after your compnay royally screwed up an order, after it was confirmed by your saleserson and myself. This was a HUSTLE and your prior installed product is not up to par. PLEASE PEOPLE DO NOT USE THIS COMPANY> THey will respond to your post onn here and other websites making it appear that they give a crap for their wrong doing, error, lack of professionalism, etc but Rebecca (Rebekka) and her supervisor are a WASTE OF TIME AND ARE GOING TO GIVE YOU LIP SERVICE. I have the receipts to prove how much I have spent to date and I will gladly post online for all to see. Once you get in there is no agreed upon times, no customer service, confusion. lac of professionalism, lack of english speaking workers so it is very hard for both the customer and the home owner to understand each other. I personally spoke to the installer and these poor workers get crumbs while EMPIRE reaps all the profit while giving the shaft to the customer.

DO yourself a favor and go to Home Depot and Lowe's, it is worth the wait. The product they are giving you at HOme Depot and Lowe's is the real product as agreed upon. NO bait and switch, no pulls, no vacuuming up a mess, no scratches along engineered floors, no treating their workers like crap, etc. I could go on and on. PLease people feel free to call me at 845-453-4589, My name is NAncy Mulligan. I am dedicating my entire Facebook page and operating a webpage just to this company and their pathetic lack of customer service and poor customer treatment.  SHAME ON YOU EMPIRE TODAY.

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#2 Author of original report

Follow up was a JOKE! Customer Service SUCKS!

AUTHOR: 96 blueberry lane - ()

I will NEVER SHUT UP ABOUT HOW THIS COMPANY IS A RIP OFF and Customer service SUCKS!!! I want to thank everyone who has contacted me and we WILL ALL take action. EMPIRE just because you contact a customer back DOES NOT Mean you are giving customer service, especially when your crumbs is NOT compensation. I have now spent over 6,900 and was told that I would be compensated 100 IF and ONLY IF I was held hostage to complete the outstanding 3 rooms. This is NOT compensation. Compensation and customer service is a happy customer.

1.)First of all send omeone out to check my crappy product you installed in my livingroom and hallway. The carpet has loose fibers coming up all over.

2.) Your compensation for 100 was nothing more then the online coupon offered to anyone calling EMPIRE. My husband and son make well over 100 for the day. Thanks for the insulting offer.

3.) YOUR salesman should have informed us that I would be cutting doors down after the fact. I COULD HAVE BOUGHT HARDWOOD. NOPE! Preinstallation review is PRIOR TO RIPPING UP MY ENTIRE BASEMENT CARPET UP AND TOSSING IT OUTSIDE ON MY DRIVEWAY. HOw about preinstall check list being before you RIP UP MY EXISTING RUG.

4.) I have contacted my Attorney General and Legislator today. I am absolutely insulted that you would demand I finish the rooms to be compensated a 100 dollars after your compnay royally screwed up an order, after it was confirmed by your saleserson and myself. This was a HUSTLE and your prior installed product is not up to par. PLEASE PEOPLE DO NOT USE THIS COMPANY> THey will respond to your post onn here and other websites making it appear that they give a crap for their wrong doing, error, lack of professionalism, etc but Rebecca (Rebekka) and her supervisor are a WASTE OF TIME AND ARE GOING TO GIVE YOU LIP SERVICE. I have the receipts to prove how much I have spent to date and I will gladly post online for all to see. Once you get in there is no agreed upon times, no customer service, confusion. lac of professionalism, lack of english speaking workers so it is very hard for both the customer and the home owner to understand each other. I personally spoke to the installer and these poor workers get crumbs while EMPIRE reaps all the profit while giving the shaft to the customer.

DO yourself a favor and go to Home Depot and Lowe's, it is worth the wait. The product they are giving you at HOme Depot and Lowe's is the real product as agreed upon. NO bait and switch, no pulls, no vacuuming up a mess, no scratches along engineered floors, no treating their workers like crap, etc. I could go on and on. PLease people feel free to call me at 845-453-4589, My name is NAncy Mulligan. I am dedicating my entire Facebook page and operating a webpage just to this company and their pathetic lack of customer service and poor customer treatment.  SHAME ON YOU EMPIRE TODAY.

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#3 UPDATE Employee

ET Customer Support

AUTHOR: Business Response - ()

Nancy, we regret the confusion that occurred regarding your installation, and we’re disappointed that it was not completed as scheduled. We understand that we’ve been in contact with you regarding this issue, and we will be following up again shortly to ensure that everything is completed to your satisfaction. If you have additional questions or concerns, you can also reach us at 888-588-2315 x4195 or customersupport@empiretoday.com. Thank you. Rebekah Clerk, National Customer Service Manager

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