Report: #1329126

Complaint Review: Empire Today

  • Submitted: Tue, September 20, 2016
  • Updated: Tue, September 20, 2016
  • Reported By: Cary — Durham North Carolina USA
  • Empire Today

    Northlake , Illinois

Empire Today Horrible Customer Service and Local Managment Northlake Illinois

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 I had all new hardwood floors installed on August 15, 2016. The quarter round molding did not match which I told the installed who insisted it did! After they left I left and came back and was sure it did not match! I called my sales guy and told him and asked if it was supposed to match and he told me it should be an exact match and that I needed to call customer service to set up a time for them to come back. I called customer service and they were not able to schedule someone to come until September 3, 2016. I received a call the morning of the 3rd letting me know the installer would be there between 8-10am. At 10 no one had showed up so o began calling customer service. I called 4 times and was put on hold for over 15 minutes each time, I was transferred to voicemail twice and left messages for Lisa Johnson at the local office both times! Finally on my 4th call and after waiting on hold I was informed that the installers van broke down and they would not be coming. I was told Lisa would call me that week to reschedule, I never received a call from her or anyone else. The following Saturday, September 10, 2016, I was in Atlanta and received a call from the installer and customer service saying they were at my house to replace the molding. I had not been told they were coming and would not have scheduled it for a time I was going to be out of town! I spoke with supervisors in the call center and once again left messages for Lisa Johnson. I was promised yet again that Lisa would call me that week to reschedule, she did not. I called September 20, 2016 and spoke to a supervisor in the call center again and was FINALLY transferred to Lisa and not her voicemail! Lisa was EXTREMELY rude and defensive claiming she has not received a call or message from me or from anyone else regarding me, which being that I myself left messages I know is not true. I then asked to speak to her supervisor and was transferred to Joel how was much nice and more professional and helped to schedule the appointment. All in all I am beyond disappointed with the customer service that they have provided!

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