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  • Report: #1095348

Complaint Review: Empire Today

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  • Submitted: Tue, October 29, 2013
  • Updated: Tue, October 29, 2013

  • Reported By: Chris — Nashville Tennessee
Empire Today
2918 Brick Church Pike Nashville, Tennessee USA

Empire Today, Empire Carpet, Empire Flooring, Empire Signed up for financing, installers removed carpet, and then demanded payment. Nashville Tennessee

*Author of original report: Resolution Reached

*Author of original report: I have been contacted by Empire....now waiting on a satisfactory resolution.

*UPDATE Employee: ET Customer Support

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I had an Empire salesman come out and give a free quote. I felt a bit pressured to sign an installation agreement, but the guy wasn't overbearing. He gave a clear document noting my right to cancel the install for no payments or penalties. The pricing was also based on square footage and included everything (materials, installation, removal of old carpet, taxes, etc.). 

I signed up for 12 mo. same as cash (0% interest) financing.  About 1 week later my wife called to cancel the transaction due to the cost. The sales associate on the phone (different from the salesman who gave the quote) offered to drop the price but said we had to move up our installation date. My wife said "OK let me check with my husband."  I still felt like the price was too much and called back to cancel the appointment. This time another sales associate spoke with me and offered an even deeper discounted price. I felt like I couldn't turn the price down and agreed to the install, but only if the original install date would be honored. They said "OK" and I specifically asked if the new pricing was all-inclusive and if everything else was the same, including financing. Words like "absolutely" and "positively" were used. 

To this point I was extremely impressed with Empire.  The installers called before showing up, showed up on time, and were curteous. The installers pulled carpet out of the Master bedroom to check for flooring damage.  The installer then said he just needed to collect my payment to get started. My shock was apparent as he asked if there was a problem. I explained that the installation was financed through their GE Capital program. He acted confused and called the cooperate office. Minutes later he said that a sales rep would have to come back out and take an application for credit again, but none could be reached.  So my only options were to pay up front or have them lay the carpet back down and leave.  I begrudgingly paid the full amount since I had take a full day off work and had renters moving into the home in 4 days.

The installers did a great job and were apologetic about the issue. I don't believe anyone was intentionally ripping me off, but no one has given me any explanation as to why the financing was followed through with, and someone from the cooperate office even called me to say they would get my charges refunded and credit set up. I have yet ot hear back from anyone. 

It seems to me like the cooperate office is mostly interested in customer service BEFORE the sale/install, and good luck getting it afterwards.


This report was posted on Ripoff Report on 10/29/2013 06:59 AM and is a permanent record located here: http://www.ripoffreport.com/r/Empire-Today-/Nashville-Tennessee-37207/Empire-Today-Empire-Carpet-Empire-Flooring-Empire-Signed-up-for-financing-installers-1095348. 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

Resolution Reached

AUTHOR: chrisroe77 - ()

I was originally impressed with Empire, and their reputation is still intact with me.  The issue we had was simply a mistake by the salesperson, and Empire made right on their mistake. They refunded my credit card payment and allowed for the carpet to be set up on no interest financing as was originally agreed. I am happy with their customer service and the outcome.

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#2 Author of original report

I have been contacted by Empire....now waiting on a satisfactory resolution.

AUTHOR: chrisroe77 - ()

I was contacted by an Empire Associate and told that my original credit application is being sent to the corporate office, and that the charge on my credit card (in full) will not be processed. I will update this a final time once payment does NOT post to my credit card and the 12 month financing is in place.

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#3 UPDATE Employee

ET Customer Support

AUTHOR: Business Response - ()

Chris, thank you for bringing this issue to our attention. It’s great that your installation went well, but we always want our customers to be satisfied with all aspects of their experience. We regret any confusion that occurred regarding the financing of your order, and we will be following up with you shortly to discuss the situation in more detail. You can also reach us at 888-588-2315 x3555 or customersupport@empiretoday.com. Thank you. Angelica Snell, Resolution Team Manager

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