Empire Carpet Complaint - Beware!
JONESBORO, GEORGIA -- Like the others before me I called Empire and set up an installation consultation. The representative was very helpful and did not pressure us like other companies had nor did she talk bad about competitors which I appreciated. After much negotiation we finally reached an agreement we both could accept. So what's the problem you ask.
Well the problem came when she said that we had to pay for the carpet in full prior to installation. Naturally my husband and I were shocked. We could not believe that she expected us to pay them $10,000 before the job was complete with no guarantee of a full refund if we were not satisfied. Well after a discussion with her "supervisor" they agreed to hold the check until the job was complete and our satisfaction was confirmed in a follow up phone call. We agreed.
So imagine our surprise the next day when I checked my account and found that the money had been withdrawn despite our agreement. I called my bank immediately and filed a fraud report. I then called Empire and cancelled my order. They told me that although the order was cancelled they could not refund my money until they completed an internal investigation which could take up to 10 business days because it has never been their policy to hold checks. It was not until my bank contacted them via 3way later that day that they agreed to refund my money immediately.
I was outraged!
Do you know they still sent the installers to my house for instillation, Mexicans who spoke no English, who even after a detailed explanation were still unloading their trucks. I had to go in my house and call Empire before they left.
BEWARE! Unless you are willing to pay thousands prior to work completion. I would not recommend Empire!
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