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Empire Carpet Complaint - I Waited For Nothing - Free Consultation
Free Consultation - Complaint
I set an appointment for an in home free consultation. Was looking to do 7 plus rooms. Went on line and had to choose a window of time from a preset selection. The best time for me was between 5 and 7pm. Left work early to be ready at 5 pm. My wife and I waited until 7pm. No salesman, no call! I called Empire at 7:10 to see what was going on. The customer service representative said they didn't know but would check into it. I was on hold a short while to find out the sales representative was running late and would be an hour or so late. In my world a simple phone call from the representative would have made all the difference in the world. I know things come up but no excuse for not picking up the phone and Informing me. A two hour window is plenty of time to make an appointment work.
When I call on a customer I show up at the time we agreed on. Apparently Empire is doing so good they don't need my business.
When I call on a customer I show up at the time we agreed on. Apparently Empire is doing so good they don't need my business.
Company Response:
I see in our notes that you’ve decided to go elsewhere. I’m sorry for any inconvenience this has caused you as it is not our standard of service. I understand you were contacted by the Customer Service Manager in your local area market and informed them of your decision to go with another company. However, your feedback is important to us as we are always trying to improve our customer service, and we’d like the chance to speak with you more. If you’re willing, please email me at customersuport@empiretoday.com or contact me via phone at 888-588-2315 x 4195 so we can follow back with you. Rebekah Clerk, National Customer Service Manager
Comments:
Posted by spiderman2 on 2011-03-08:
Think of it this way, you didn't totally waste your time, you found out you don't like the way they do business before you gave them any money!
Posted by rick a on 2011-03-08:
Good point.
Posted by Alain on 2011-03-09:
Try calling Rebekah Clerk, National Customer Service Manager, at 888-588-2315 extension 4195 or e-mailing her at customersupport@empiretoday.com Let us know what happens. Thanks.
Posted by Whiteduck on 2011-03-09:
Perfect response, Spiderman. Especially when you read the other posts about Empire. Nice that they showed their true colors before they had your money...
Posted by SCIFgirl on 2012-02-10:
I am thinking 'Wow! Poor Rebekah! She must have the broadest shoulders ever!' It is terrible to see so many negative experiences for this company.
I am ecstatic that we aren't in the market for any carpet/flooring at the moment.
I am ecstatic that we aren't in the market for any carpet/flooring at the moment.
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