Empire Carpet Complaint - Late, Bullying, Salesman
DELAWARE COUNTY, PENNSYLVANIA -- So, I made an appointment for a FREE Estimate with Empire Carpet. The appointment was scheduled for between 11am and 1pm, although the Salesperson did not show up until closer to 2pm. I called the office several times to see where the salesperson was and when to expect them since I had taken the morning off from work, and was sitting in an empty apartment since I do not live there yet. The company told me that the sales person was lost, not familiar with the area, and would be there shortly. When the Salesperson arrived- He barely got two feet in the door before he started his spiel, stating that Empire does a TON of work in that area and they have exemplary customer service. We questioned how he could do a ton of work in the area, yet be lost for over an hour and the sales person had not good answer. At some point in his drawn out speech on Empire's Award winning Customer Service, he pulled out his large black box/brief case and I thought that we were finally going to look at some carpet, but no- He proceeded to show us all of the awards Empire has won and continued to tell us how fantastic and trustworthy the company is.
Finally, we got on the topic of carpet- He asked if we were renting the property and if the decision maker was present. We explained that I was renting the unit and my dad is present because he is the contractor overseeing all of the renovations (therefor the decision maker). The Salesperson then began arguing with us, saying that the website asks that the decision maker be present for the appointment. I explained that I read and understood that portion of the website and ultimately my dad and I would be making the decision, but right now we are gathering estimates.
The salesperson then preceded to tell me that Empire pays him 350 dollars to come to make these visits and if we do not give a definitive YES or NO answer THAT DAY- Empire will not send someone back out to the home. We asked if he could write up the estimate and then we can just call and make an appointment with the installer, but the Salesperson stated that that is not how Empire operates and it can not be done. The Salesperson went on to explain how much of a waste of time it is for him to come out when we are not going to give him a clear YES or No that day. My dad finally interjected and told the Salesperson that he was wasting our time and asked him to leave. The salesperson huffed and puffed and made some rude comments before finally exiting the home.
I immediately called Empire and informed them of our interaction. I asked them flat out- if requiring a definitive YES or NO before giving the estimate is the company's usual practice and the representative sad "No, Absolutely not." The representative asked that he put me on hold and when he returned to the line (5 minutes later) he stated that he sent my complaint to a manager and to expect a call from them soon. Still no word from them and honestly- I'm not expecting a call from the manager.
Company Response on 11/08/2010:
Thank you for bringing your sales experience to our attention. We apologize for any inconvenience this has caused you. We are dedicated to service and satisfaction; please contact us at 800-588-2300 to assist you.
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