Empire Today, LLC

Initial Business Response /* (1000, 5, 2015/08/20) */
We appreciate the customer contacting us regarding his concernsWe have spoken with the *** and offered a partial discount for the delayWe will contact the customer as soon as the window treatments arrive to schedule the installation at
his convenienceThe customer accepted this offerWe appreciate the customer's feedback and look forward to amicably resolving this matter
Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Response from business has been satisfactoryShould the product ordered not arrive or be installed on time, another complaint will be filedFor right now this is satisfactory
Final Consumer Response /* (3000, 12, 2015/08/31) */
This is my second time filling a complaint for the same issueFirstly the customer service for this company is horrible, no follow up, no contact, no communication
Window treatments were finally installed after being delayed however the product received was not what was promised during the ordering stages
Window treatments for a skylight in a ceiling that is 13-feet highWhen ordered I was informed that the window treatments would come with a rod that connects to the treatments so they can be opened or closed without the need for a ladder or other equipmentHowever when installers came to install, I was told that the rod needed to be ordered separately at an additional cost!!! What???? Really??? That is not what I was told when I placed the order
Now days later I still have not heard back despite placing numerous phone callsNo follow up call despite being promised a call to check on how the install went
I am so unhappy and disappointed with the service of this company it is truly unbelievable
Final Business Response /* (4000, 14, 2015/09/04) */
We have been in contact with the customer and advised that the extension rod has been ordered, and it will be sent to her directly at no costWe appreciate the customer's feedback and look forward to amicably resolving this matter

We have spoken with the customer and service was completed on February 23, We appreciate the customer’s feedback and consider this matter resolved

The local office contacted the customer and scheduled service to the installed carpetService has been completed as agreed.We appreciate the customer’s feedback on their experience

We appreciate the customer contacting us regarding their concernsThe initial refund check was sent to the Ohio installation address on the orderThat check was voided and a replacement check mailed to the customer’s address in Florida

Complaint: ***
I am rejecting this response because: Our carpet issues we fixed, but we have not received any information regarding the
final price of the carpetWhen we discussed with Diane at the Cleveland office after our original issues, she said on November 22nd that she would go to bat for us and talk with her manager about what we could do about the price of the carpetShe told us she would call back on Friday, November 24thShe did call, but with no response from her managerShe promised she would call back the following Wednesday on November 29thShe never called backSince that time, we have dealt with an entire Saturday no call no show to fix our carpet in which we moved our furniture again, and another day off work to meet with a new contractor who we moved furniture for, but he told us the whole installation needed replacedThen we scheduled that installation and Empire sent the original contractors whom we were told would not be working at our house againThey then proceeded to argue with us and said they could fix the errors instead of replacing the carpet because they did not want to replace it even though that was their work orderWe again had to spend a long time on the phone with customer service.
Sincerely,
Sharon ***

Service was completed on April 28, We appreciate the customer’s feedback and consider this matter resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, Per my conversation with *** *** a Executive director of empire today, they still cannot honor the $3900, but they are willing to possibly do it for $4100, which the lowest competitive price I received was $Per our conversation I am to fax that Competitors price over to him next week and we will go from there I will continue to update Revdex.com and all of my social media pages about Empire today and they willingness to either make a customer happy or not.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Cheryl ***

We appreciate the customer contacting us regarding their concernsWe did not remove the doors; as such we are unable to install the doors for the customerFor customer satisfaction we offered a discount so the customer could have a contractor install the doors

We appreciate the customer contacting us regarding their concerns. Service was completed on November 2ndWe thank the customer for their feedback

Complaint: ***
I am rejecting this response because: I will wait to accept, I need to see what happens further before I accept and close this complaintScheduling an inspection is not sufficient enough of a resolution for me to be satisfied yet
Sincerely,
*** ***

We have reached out to the
customer via email to explain the terms of the conditions of the promotion and
that the price he was quoted was the promotional pricingThe customer advised
that he is still not satisfied with the pricing; however, we are unable to
offer a lower costWe appreciate the customer’s feedback and look forward to
amicably resolving this matter

We appreciate the customer’s feedback regarding their experience Service is scheduled for Saturday December 31st

We thank the customer for their feedbackThe local office has spoken with the customer and scheduled inspection for tomorrow, July 18th

We appreciate the customer
contacting us regarding his concernsWe have spoken with the customer and
explained the pricing of his orders and that he would be reimbursed for the
stair portion of the order, as it was cancelledWe appreciate the customer’s
feedback and look forward to amicably
resolving this matter

Complaint: ***
I am rejecting this
response because: their reply sounds like a canned/standard answer. They have never contacted us during the entire debacle. I don't accept their response, and I am not expecting anything further. I just wanted them to understand that customer service goes a very long way. They displayed none
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Theodore (ted) ***

We appreciate the customer contacting us regarding his concernsWe have been attempting to reach the customer via telephone and email to discuss his concerns with the seam and wires, but we have not yet been able to speak with the customerWe look forward to hearing back from the customer and
reaching an amicable resolution

Initial Business Response /* (1000, 15, 2015/09/14) */
We appreciate the customer contacting us regarding her concernsPer the customer's request, we have had the customer removed from our contact list so that she will not receive any unsolicited callsWe appreciate the customer's feedback

We appreciate the customer contacting us regarding their concernsService was completed as agreedWe thank the customer for their feedback regarding the experience