Empire Today Empire Direct Horrible Customer Service! North Haven, CT Nationwide

I would never use this company again. This review is for tile work that was to be done by Empire Carpet / Flooring company.

The work was initially done on January 8th. After inspecting the work, I promptly sent an email to my contact salesperson, Muir, outlining the problems and the fact that my personal property was damaged and the work was not completed as it should have been. Amongst other things, the workers decided to empty my trash can and mix tile grout in it, which ruined it, and use my tub as a mixing bowl for grout, (YES, I AM SERIOUS - THIS ACTUALLY HAPPENED ) leaving it caked and dried in the tub when I came home. I also attached pictures of the problem areas. Two days goes by, no reply, so I forward that email again. Obviously he doesnt care now that he has been paid.

At this point he has me placed in touch with a manager, Melissa Kagan, to try to help on 1.19.2016. She schedules that they should be coming out on 1.26 to fix this. On 1.26 they never show up. As per my email I sent her, they were supposed to call before arriving but never did that so they arrived unannounced at the property, and no one was there (obviously since I was working and asked that they call ahead) and left. Empire did not call me, I was just left to figure this out and sort it out myself. Actually, more correctly, I called them, they said they had "no idea" what happened but assured me a manager would call within 15 minutes. Two hours goes by and I have to call AGAIN to find out this is what happened. Great service guys.

At this point, I email my sales person to express my disappointment and no response. The lack of caring of these people is actually comical. I work hard for my money and this was a big purchase for us and these people, clearly dont care.

We did schedule again and they come out on 29th. I sent Melissa an email with the problems from this visit. First of all, they only fixed half of the job. They fixed the bathroom and not the entryway.  I asked that they call before finishing so I could come back from work to inspect it and that never happened. Secondly, they left the flooring with the NAIL SIDE FACING OUT in my young daughters room. ?? Thankfully she did not run around the corner but why they A. did not dispose of the old flooring and B. Decided to leave the flooring on the corner of my daughter's bedroom, I don't know. 

I contacted Melissa again about this and asked her on 2.2 when the job would be finished. 

FIVE DAYS GOES BY - no response. As of 2.7 I had still not received a response or acknowledgment. At this point I asked for a refund. On February 8th, she offered for the to come back (again) and fix the job. How thoughtful!! Can I please take more unpaid time off work so you guys can fix your mistakes?? After not responding for a week to my request or any status updates and the difficulty I have had with Empire and lack of customer service, I do not want them coming to my home again to fix the work. They either don't show, don't call ahead, break my property ( as evidenced by the email that I sent Melissa when they were at my house on the 29th they broke a picture frame in the bathroom ... and then just re-hung it like we might not notice ) They are unprofessional and I expect a full refund for the work (which I now have to have another company come and fix ) and my time correcting this.

I would not recommend this company to anyone. Ever.