[Resolved] Empire Today / terrible experience
I called for an appointment and the woman who came out spent more time telling me about her failing marriage and texting the man she might cheat on her husband with than telling me about the product. I should have taken the hint there, but I wanted carpet and so I signed up only to think later about how I had to ask her about discounts (which she would not have offered if I didn't ask). I looked on the cancellation form for the protocol to cancel the order and followed the instructions. A week later they called to confirm install. I said I had cancelled and the rude woman put me through to the cancellation department. I waited 10 minutes before I hung up to save cell phone minutes. I would call the next day to make sure I would get my deposit back that they cashed even though I had cancelled. When I finally spoke to the cancellation department (after waiting and waiting... I can only assume they have to deal with A LOT of cancellations) and he said, "If price is your problem than I'll take it down a few hundred dollars." To that I replied that the project should have been priced fairly to begin with and that it is unethical to offer a discount only after I tried to cancel.
So he put me on hold and after a few minuted came back with a confirmation number. Think the story ends? NOPE!! The installer called the next day to let me know he'd be at my house in an hour. I apologized that no one had informed him of my cancellation to which he replied, "It happens all of the time." I wonder if I'll ever get my money back.
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.
Company Response's Response, Jul 16, 2009
Thank you for bringing your experience to our attention. We apologize for any inconvenience, and our team would like to work with you to explore a resolution. Please contact us at [protected]@empiretoday.com so that we may be able to assist. You can also visit our online customer center at http://www.empiretoday.com/Customer-Service.
Consumer Advocate Team
Empire Today, LLC
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