[Resolved] Empire Today / do not do business with these ripoffs!
We contacted Empire for an estimate for some hardwood flooring during their 50% off Christmas sale. The sales rep came out, measured, showed us some samples, and said the laminate would be our best choice in a high traffic area, and he had the same stuff in his house. He quoted us 320 square foot for a price of $3900.00, or $12.19 a sq.ft. which included removing and hauling the carpet and some tile. Since the holidays were a couple weeks away, we went ahead with Empire. When I asked the rep about the 50% off deal, he pointed to the more expensive hardwood sample and said "It's 50% of that stuff" and walked out the door!
After several calls to which there was no response, I finally spoke with a Mr. John Tyra who was the sales manager for the So. Cal region. He informed me that the 50% off was for material only, not labor, to which I agreed. However, when he said that the price of the laminate (which in my opinion, is of average to inferior quality) was $260.00 a box and that my price WAS the 50% off, I couldn't believe what I was being told!
I will tell everyone I know NOT TO DO BUSINESS with these ripoffs.
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, Jan 24, 2012
John, we apologize for the trouble you had contacting customer service and the confusion regarding your refund. We assure you that your experience is not in line with how we expect our customers to be treated, as we always want to address our customers’ concerns. We understand that you have received your refund, and we will be reaching out to you to discuss this further. Please call us at 888-588-2315 x4195 or email us at firstname.lastname@example.org if you have any questions. Thank you. Rebekah Clerk, National Customer Service Manager
Empire Today Customer Care's Response, May 17, 2012
It’s wonderful to hear that your installation went so well. We always want to provide our customers with outstanding service and make the home improvement process easy and convenient, so we’re happy to know that this was the case. Thank you. Rebekah Clerk, National Customer Service Manager
Empire Today Customer Care's Response, Jan 14, 2013
Linda, we understand that we were in contact with you when your concerns were brought to our attention several years ago. We take such issues very seriously, and if you would like to discuss this matter again with us, please contact us at 888-588-2315 x4195 or email@example.com. Thank you. Rebekah Clerk, National Customer Service Manager
Empire Today Customer Care's Response, Sep 26, 2013
Thank you for bringing your concerns to our attention, Juliet. We regret that the issues you’ve been experiencing have not yet been resolved, as we never want our customers to be disappointed in their products. We understand that we’ve been in contact with you about this matter, and we will be following up with you again soon to work towards a resolution. You can also reach us at 888-588-2315 x4195 or firstname.lastname@example.org. Thank you. Rebekah Clerk, National Customer Service manager
Empire Today Customer Care's Response, Oct 08, 2014
Thank you for bringing your concerns to our attention. We’re disappointed that our all inclusive pricing did not meet your expectations. We understand that you’ve chosen to go with another company, but we would still like the opportunity to address your concerns and better explain our pricing, current promotion, and price match guarantee. If you’re still interested in speaking with us, please contact us at 888-588-2315 x4195 or email@example.com. Thank you. Jeanette Ramey, National Customer Service Manager
Empire Today Customer Care's Response, Feb 25, 2015
Hi Bill, thank you for bringing this to our attention. It’s disappointing that your installation experience did not meet your expectations, and we would like to know more about the issues that occurred. We will be following up with you shortly to discuss the situation and work towards a resolution. You can also reach us at 888-588-2315 x4195 or firstname.lastname@example.org.Thank you. Jeanette Ramey, National Customer Service Manager
Empire Today Customer Care's Response, Oct 27, 2015
Thank you for bringing your experience to our attention. We regret that your concerns have not yet been resolved, and we would like to help make things right for you. Unfortunately, we cannot locate your account with the information posted here. Please send your contact information to email@example.com or call us at 888-588-2315 x4195, so we can follow up with you. Thank you.
Empire Today Customer Care's Response, Aug 24, 2016
Thank you for expressing your concerns. We regret that your concerns have yet to be answered. We will be in contact with you soon to discuss this matter in more detail.
-Empire Today Customer Support
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