On 2/21/07, a sales representative from Empire came to my house to give me a quote. The representative measured the two rooms (living room and bedroom), advising me that it totaled 80 square yards. I picked out two different samples. For the less expensive sample, he advised that it cost $29 per square yard, including removal of the existing carpet, padding and installation. Including taxes, he quoted a price slightly more than $2,500. After I hesitated, he stated that the "sale" would end that day. I asked him what the "regular price" was, and he responded that it was $38 per square yard. After I hesitated further, he asked how much I would be willing to pay. I paused, then stated, "maybe $2,000." He said, "Okay, but I need to know now." I hesitated again, and then I left the room to call a contractor-contact of mine to ask if that price was reasonable. He advised me that the price was high. I told the sales representative that I had to think about it, and I would call him the following week. After he left, I had an independent carpeting contractor come to the house to give me a competitive quote. The other contractor came to my house later in the day to take measurements. He advised me that the two rooms totaled only 68 square yards. Thus, the Empire sales representative lied to me about the total yardage. I decided to drop it, and not call Empire back.
The most egregious act by Empire, however, was still to come. On 2/25/07, I received a call from an Empire telephone representative, who asked me if I was interested in purchasing the carpet. Without explanation, I said no. She responded that Empire could beat the last quote. I stated that I was still not interested. She asked me why. I then started to explain the entire story, including that Empire lied about the amount of square yards. Before I was finished explaining what had happened, but after I told her that Empire lied about the total yardage, the Empire telephone representative hung up on me. I fully expected her to apologize and tell me that Empire would undertake an investigation, but instead she did just the opposite. By hanging up on me, she exposed Empire for the fraud it really is. Obviously, this was not a situation where the sales representative who went to my home was a "bad egg." To the contrary, by hanging up on me, she proved that Empire is in on the fraud. Empire's fraudulent scheme, among other things, is to overquote the amount of square yards needed. Empire should be shut down.
Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.
Jerome, we’re disappointed that you’ve experienced issues with your product post-installation, as we always want to work with our customers to ensure they have a positive experience. We understand that we’ve been in contact with you and that we’ve scheduled repairs for later this week. If you have any additional questions or concerns, please call us at 888-588-2315 x4195 or email us at firstname.lastname@example.org. Thank you. Rebekah Clerk, National Customer Service Manager
Thomas, we regret that your product has not been meeting your expectations. We understand that we’ve been in contact with you about this issue recently and that an inspection was done. We will have a member of out customer service team follow up with you soon to discuss the results of the inspection and your concerns in more detail. If you have any questions or concerns, please contact us at 888-588-2315 x4195 or email us at email@example.com. Thank you. Rebekah Clerk, National Customer Service Manager
Linduska, we regret the issues that occurred during your installation. We would like to opportunity to learn more about your situation and help make things right. Unfortunately, we cannot locate your account with the information provided here. Please call us at 888-588-2315 x4195 or email firstname.lastname@example.org, and a member of our customer service team will reach out you. Thank you. Rebekah Clerk, National Customer Service Manager
We’re disappointed that you were not satisfied with your experience working as an independent contractor, as we always strive to create a positive work environment. We would be happy to discuss the concerns you have expressed here. Please contact our Human Resources department at 888-588-2315 ext. 3007. Thank you. Rebekah Clerk, National Customer Service Manager
Wilbow, thank you for bringing your missed appointments to our attention. We realize that this is a frustrating situation, and we are disappointed, as this is not the level of service that we expect for our customers. We would appreciate the opportunity to make things right for you, but unfortunately, we cannot locate your account with the information posted here. Please call us at 888-588-2315 x4195 or email your information to email@example.com, and we will reach out to you to discuss a resolution. Thank you. Jeanette Ramey, National Customer Service Manager
Thanks for sharing, Bradley! We love receiving feedback from our customers, and we’re thrilled that you enjoyed your experience with us. We truly appreciate the recommendation and hope you’re enjoying the new look and feel of your home!
Jeanette Ramey, National Customer Service Manager
Thank you for bringing your concerns to our attention. We always strive to provide a positive work environment, and we would like the opportunity to discuss these issues with you in more detail. Please contact our human resources department so that we can learn more about your concerns.
We regret that your experience did not meet your expectations. We never want our customers to be disappointed in the products or services that they receive. Although you have decided to go with another company, we would be happy to discuss any questions or concerns that you may still have. Please feel free to contact us at 888-588-2315 x4195 or firstname.lastname@example.org. Thank you. Rebekah Clerk, National Customer Service Manager
Thank you for making us aware of your concerns, Ralph. We regret that you did not agree with the pricing for the additional work that was required to complete your installation. We will be following up with you shortly to discuss this matter in more detail. You can also reach us at 888-588-2315 x4195 or email@example.com. Thank you. Rebekah Clerk, National Customer Service Manager
We’re sorry for the difficulties you had scheduling your appointment and that you weren’t kept informed throughout the installation process. We do expect our sales representatives to work with each individual customer’s budget and needs during your sales appointment and we’re disappointed to hear that your sales appointment didn’t meet your expecations. However, your feedback is very important to us and we’d like the chance to speak with you further to address your concerns and to learn more. We never want anyone to leave their experience with us unhappy and want to make things right. If you’re willing to speak with us, please email your information to firstname.lastname@example.org or call us at 888-588-2315 x4195 and we’ll follow back with you. Rebekah Clerk, National Customer Service Manager