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Empire Covers / Shipped wrong-Still Charged for shipping

1 United States Review updated:

I placed an order with Empire Covers on 10/14/10 for $62.96. Empire Covers shipped us wrong merchandise. I immediately called them and was told the covers are discontinued so they couldn't ship a replacement. They said as soon as I completed the online return form I would receive a prepaid mailing form to ship back the merchandise. As soon as they received the merchandise they promised they would refund my credit card for $62.96 which included shipping. On 10/30/10, we only got a partial refund of $47.96 from Empire Covers which did not include the shipping.

I called Empire Covers and the lady in the customer return dept said she wouldn't refund our shipping. I told her we were promised the full refund to include shipping because they didn't ship our order correctly and her company couldn't replace our order because it was discontinued. She was rude, and said she would not refund shipping. I asked to speak to her supervisor and she said she was the supervisor. I asked to speak to someone above her and she said there was no one above her and she hung up on me. I called back and said you hung up on me and she said there was nothing more to discuss and hung up again.

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Comments

  • Ch
      28th of May, 2013
    0 Votes

    I'm very sorry to hear about your experience at empirecovers.com. As the new Customer Service manager I wanted to reach out and let you know that I was embarrassed to see this post online and am sorry you had such a poor experience. If you, or anyone else you know happen to have any questions or issues when shopping with empirecovers.com I'd be more than happy to handle your issue directly. My name is Chad--feel free to ask for me directly on the phone or email me at chad (at) empirecovers.com

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