[Resolved] Empire Today / tim sherwin horrible service
I had a terrible experience this past month with Empire's Window Treatment division. I needed to replace broken vertical blinds that came with my home when I purchased 7 years ago. I really didn't have the money but it became a necessity. I decided on Roman Shades. Since there are no good pictures on Empire's site, I checked others to make sure they are what I wanted. Unlike when I purchased carpet and flooring, the salesperson DID NOT have a sample. What he had was a book with pictures. The picture showed a white roman shade set inside white moulding on a white wall. I didn't want white, so there were pieces of colored fabric in the book as well. From this small sample I chose the moss green. When the installer came to measure, I told him I wanted the shade inside the moulding. He told me I wouldn't like it like that - and to believe him because he has been doing this for 20 years - and measured from the outside corners of my moulding. What no one told me and what I could not see because there are no samples and no picture of a roman shade in a color other than white, is that the metal housing at the top of the shade is white - it does not match the shade fabric. If you look at roman shades at other websites as I had done, they all have the housing in the same fabric as the shade. I have a deep colored wall and green fabric that goes from corner to corner covering my moulding AND AN INDUSTRIAL WHITE METAL STRIP ACROSS THE TOP. I am extremely unhappy and have spoken to many people including Maggie in customer service, Helen Brown in the 'complaint resolution' dept, and Tim Sherwin from 'the office of the president.' I got the same answer from all of them. TOO BAD - YOU BOUGHT THEM. I challenged them, especially the guy from the president's office, so show me where I would have known I was getting a white metal housing with a green shade and he said 'I don't know that you would.' The are hideous and no one was wiling to help. I asked for my money back - no way. I asked for a different blind (one that comes with a valance of sorts) - no way. I asked them to just resize what I have so they sit inside the moulding the way that I had originally asked the measurer - I figured if there was white all around the shade I the housing would blend in - AGAIN: NO WAY. I asked to speak to the president and was told NO. Tim Sherwin told me they are a privately held company and he did not have to provide that information. I asked to speak to his boss and he said NO. The worst part of the whole experience - beside the 1000.00 dollars I spent on horrible blinds - is the lack of concern or understanding on Maggie, Helen, and Tim's part. They all said the same thing - EXACTLY THE SAME THING - it was obvious there is a script and no matter what I said or how upset I became (truly - like most people I do not have 1000 dollars to throw away) they all said the same words. This was the worst service I have ever received and the worst major purchase I have ever made. Obviously I will never again purchase from Empire Today.
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.
Empire Today Customer Care's Response, Feb 01, 2013
Tony, it’s disappointing that you have not been satisfied in the service you’ve received. We can assure you that we are committed to working with our customers if ever problems arise, and we would like to learn more about your situation. Unfortunately, we are not able to locate your account with the information you’ve posted here. Please call us at 888-588-2315 x4195 or email [protected]@empiretoday.com, and we will follow up with you to discuss your concerns. Thank you. Rebekah Clerk, National Customer Service Manager
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