Empire Carpet Complaint - I Waited For Nothing
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.
Company Response on 03/10/2011:
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 email@example.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
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