Empire Sierra Electric Logs Complaint - Electric Fireplace Logs

Review by gardenia on 2007-03-07
CALIFORNIA -- Do Not. I repeat do not purchase from this company. First it took over a month to get my product delivered after I paid in full. Once delivered the product was damaged and was returned. Empire Products is not responding to long distance calls nor are they cooperating with the place of purchase which was called, My Favourite Things. The service person from My Favourite Things has tried to be helpful. I have no problem with this on-line store. But I paid for a product in January and I still have yet to hear back from Empire nor has my credit card been refunded. Don't shop for electric logs if they are from Empire Sierra. Very bad customer service. I will be lucky to see a refund by Easter.
Comments:5 Replies - Latest reply on 2007-03-08
Posted by Liz on 2007-03-07:
Like I tell anyone else who uses a credit card to purchase something that they don't receive, call the credit card company and tell them you are disputing that charge, and you should get your money back. Most likely, they are willing to work with you on that.
Posted by S. on 2007-03-07:
FL, as I read it, the product was received (damaged), returned to manufacturer, but not yet credited or replacement received. I wonder if logs should have been returned to Empire or My Favourite Things? What did the packing slip indicate about returns?
Posted by gardenia on 2007-03-07:
My Favourite Things forwarded an email to me that was from Empire Products. Empire was instructing me re: return and they instructed the other company they would refund the money. I assume because they (Empire) had already been paid by My Favourite Things. I assume that because of the long time in receiving the item which was I think about 5 weeks.
Posted by gardenia on 2007-03-07:
Update! And it just goes to prove that constant demand for attention eventually gets a response. My response from Empire is to take the matter up with the company of original purchase. That company is My Favourite Things
This company claims from the beginning that Empire will refund. I have constantly said to MFT that I think they should refund as I paid them. But MFT sent me an email from Empire that indicated differently. Go figure. He said,she said and I am in the middle. But I am persistant.
Posted by gardenia on 2007-03-08:
Update from Empire. Hi folks, Empire is now off the hook for any refund as My Favourite Things has finally taken responsiblity. My Favourite Things has just notified me that my credit card has been credited the amount for refund and they say they are mailing me a cheque for the return shipping back to Empire. I now consider the matter closed except for one last thought for frustrated consumers. Both Empire and MFT have taken much too long to deal with the issue. Both Empire and MFT offered no service or unreliable service and finally threatening service from Empire. The manager left a phone message that threatened legal action towards me if I did not take my consumer complaint off the web. Now folks, if I had that immediate attention a few weeks back this problem would never have seen the internet. Customer service is key to customer satisfaction. Ignore your customer is to have a very unhappy customer. You can bet I will never deal with either company again. Case closed and I did close the case with the Better Business Bureau with California as well. You can bet that if my credit card does not see the refund I will come at them like a hungry Canadian bear coming out from hibernation. I trust that won't need to happen.

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