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Empire Carpet Complaint - Late, Bullying, Salesman - Carpet
Carpet - Complaint
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.
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:
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.
Comments:
Posted by getoverit on 2010-11-06:
It sounds like you are trying to take a very sensible decision-making approach to a major purchase and these people are making it as difficult as they can.
It also sounds like you won't be conducting any further business with them and, in your shoes, I wouldn't either.
There's plenty of places to buy carpet.
It also sounds like you won't be conducting any further business with them and, in your shoes, I wouldn't either.
There's plenty of places to buy carpet.
Posted by tnchuck100 on 2010-11-06:
Any "gotta have your answer right now!" company should be immediately eliminated from your prospective supplier list.
Anytime I am requesting estimate I make it clear to the company that there will be no immediate decision - they are only supplying an ESTIMATE. I do not wish to waste their time or, more importantly, my time.
Anytime I am requesting estimate I make it clear to the company that there will be no immediate decision - they are only supplying an ESTIMATE. I do not wish to waste their time or, more importantly, my time.
Posted by Anonymous on 2010-11-06:
Im not a fan of these sales people that have to come to your house. If they can, they WILL try to bully you and intimidate you in your own home, since they know its your comfort zone. The moment I would have felt him being pushy, I would have asked him to leave. If he would have been making rude remarks, I would have helped him get to the door a little quicker, and made a few remarks of my own.
Posted by jktshff1 on 2010-11-06:
Not a very good salesman. Who cares how much he is paid? I would not have seen him at all, but told him to make another appointment, and be on time because you know where it is now. If I did see him, I'd a kicked him out when he started arguing with me.
Posted by unhappy999 on 2010-11-06:
You did the right thing. Go to your local carpet store where they do not try to rush you into a decision. Its your money and your home, you want to make an informed decision and be happy with your purchase.
Posted by getoverit on 2010-11-06:
When a carpet guy comes to the house he can do all the measurements, etc. Unless the rooms are perfect rectangles, this can be a big advantage.
Last time we bought carpet, it was from a local store who had a rep that came to the house and measured up, etc. He had samples and we also looked at sample in the store. Maybe it cost a few more bucks than somewhere else but these were good people to do business with.
Last time we bought carpet, it was from a local store who had a rep that came to the house and measured up, etc. He had samples and we also looked at sample in the store. Maybe it cost a few more bucks than somewhere else but these were good people to do business with.
Posted by Nohandle on 2010-11-06:
I've found it's easy enough to measure for yourself, but where are you planning on putting the seams? What about a dye lot difference? I always deal with my local folks if at possible with any product. With floorcovering, select what you like in the showroom but those samples might not look the same in your home. I don't deal with pushy salespeople period. I quit allowing those folks in my home a long time ago.
Posted by dan gordon on 2010-11-06:
Empire does not employ sales people. They employ 'independent contractors' who are trained in a one stop close. If you don't make a decision they don't
make any money. They are high pressure, greatly inflated price. If you like the worst type of used car sales techniques then you will love Empire. Someone has to pay for all that advertising
make any money. They are high pressure, greatly inflated price. If you like the worst type of used car sales techniques then you will love Empire. Someone has to pay for all that advertising
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