[Resolved] Empire Today - Empire Flooring / terrible experience
Today was the second time that I had a scheduled appointment with Empire Today AND the second time that I was stood up without so much as a courtesy call. We're building a home so we are in need of flooring for the entire house. This would have been a huge sale for Empire Today. I'm pleased to say that it WILL NOT be a sale for them and that their competitor will reap the benefits of Empire's lack of courtesy and poor, poor customer service.
When I made the appointment I told the agent that this was new construction and therefore my home phone number is not at the location. I gave them two cell-phone numbers to use instead. I also asked that the salesman call us on one of the cell #'s 30 minutes prior to arriving.
I called Empire Today as instructed at the beginning of the two-hour time frame on the day of the appointment to determine when the salesman would arrive. I then drove out to our building site to meet him. Approximately 1/2 way into the appointment time, he called my home (again NOT where we needed him to call) and told my daughter that he was on his way. 45 minutes later he hadn't arrived so I called him on his cell (got the number from my daughter on our home's caller ID). The salesman had the gall to tell me that he needed better directions so he turned around and went home. He then asked when a better time to reschedule would be. Since this was a second chance for this so-called business, I informed him that there wasn't a better time and hung up.
When I called the 800# for Empire Today to tell them what happened. I was told that they would make the report and that we would hear from the sales manager within 3 business days. Yeah, right! NOT!!! I want nothing to do with a company that stands up their customers without so much as a call.
I beg you not to let them waste your time as they obviously make a habit of wasting peoples time.
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, Oct 09, 2012
We’re disappointed to know of the problems that occurred with your friend’s installation. We can assure you that we are committed to providing our customers with world-class service and working with them until they are satisfied. We would very much like to speak to you and your friend about any concerns that you may have. Please contact us at 888-588-2315 x4195 or firstname.lastname@example.org. Thank you. Rebekah Clerk, National Customer Service Manager
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