Empire Today, LLC

We appreciate the customer contacting us regarding their concerns. For customer satisfaction and good will, we have agreed to repair for the one (1) tile at no cost to the customer

Complaint: ***
I am rejecting this response because: Yes, the caroet has been fixed but at additional
expense to meIt was either pay more or don't get the floor fixedI had no other choice than to agree to pay themI do not feel that this has been resolved to my satisfaction and would like my complaint to be notedPoor quality product, poor customer service, and very poor resolution handling
Sincerely,
*** ***

We appreciate the customer contacting us regarding their concernsPer the customer’s request, we dropped off additional materialWe thank the customer for their feedback

Revdex.com:
I have reviewed the response made by the business in reference to complaint
ID ***, and find that this resolution is satisfactory to meHowever I'm still upset that it took months to get the floor fixed and myself wasting days of staying home all day on appointments made by Empire only to have nobody show up and not compensate me for my timeThis has been the worst customer service that I have ever dealt with in my life timeI hope these comments get some heads rolling to improve their customer service.
Sincerely,
Gary ***

The regional manager spoke with the customer on January 4th and offered to replace the bedroom carpet with removal of the laminate flooring under warrantyFurther, we have offered to discount the order for inconvenience The customer asked to review with her husband and we look forward to
their positive reply to our offer

We appreciate the customer contacting us regarding his concernsWe have spoken with the customer and confirmed that the repair was completed on February 15, We appreciate the customer’s feedback and look forward to amicably resolving this matter

Complaint: ***
I am rejecting this response because:
To suggest that this company is not bankrupt, is a show of total disregard for a customer as I called the company who took them over and they said they were bankruptThis proves that Empire has not even tried to resolve this issueThey have simply saw that my balace has been paid, theyh have got their money and simply have no regard to honor their claims that my carpet would be replaced as SEVERAL of their associates have promisedIn addition, Empire has STILL REFUSED to provide me with direct contact information with anyone at their corporate levelI have yet to speak with a corporate level supervisor as I have asked many timesThere is a reason that Empire does not want this to happen, because they know they are in the wrong, and do not to be bothered with providing customer service, only scamming good peopleHowever, they will not get another dine from me, my family, or friendsDue their gross negligence, inferior quality product, and below poor customer service, I wish to have the following remedies: my carpets immediatey replaced, a direct contact from a corporate level supervisor, and refund of all carpet cleaning expenses immediatelyBut if this company chooses not to, at least it is on a public website, that I will share everywhere I possibly can, that they did wrong and continue to justify their scams, and below poor customer service with not even a supervisor contact. Sincerely,
Christopher ***

We appreciate the customer contacting us regarding their concernsWe have made multiple attempts to contact the customer in order to review the invoice for repairs for possible reimbursementWe appreciate the customer’s feedback and look forward to amicably resolving this matter

AMAZING FROM THE 1ST PHONE CALL TO THE INSTALLTION

We appreciate the customer contacting us regarding his concernsWe regret the delay in completing the installation and any inconvenience that occurred as a resultWe have spoken with the customer and offered a partial refund, and the installation is scheduled for February 27, We appreciate
the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concernsThe agreed upon refund was processed on December 19, Please allow 7-business days to be receivedWe thank the customer for their feedback

We appreciate the customer contacting us regarding their concernsWe spoke with the customer on November 2nd and advised that he has been approved for two (2) gift cardsGift cards are handled by a 3rd party vendor, Please allow up to business days to receiveWe thank the customer for their
feedback regarding their order

We appreciate the customer contacting us regarding their concernsWe conducted an inspection of the installation. We have reached out to the customer to offer replacement of the bedroom, but have not been able to finalize a date of replacementWe will conduct the replacement of the bedroom
at the customer's convenienceWe appreciate the customer’s feedback and look forward to amicably resolving this matter

Service has been scheduled for September 22nd

We appreciate the customer contacting us regarding their concernsThe local office has spoken to the customer regarding a reselection and reinstallation at a reduced priceThe customer asked to be scheduled with a sales associate next week to review samples

We appreciate the customer contacting us regarding their concerns
The order has been refunded per the customer’s request and all payments are in process of refunding by checkWe apologize for any inconvenience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***It is very important that the company understands that customer service is the bones of any company offering services.I trust Empire Today appreciates thisMy concern was poor customer services (communicating dates and inappropriate repair services) as noted in my initial complaintThere are many competitive services in my areaPlease note the install date was May not the 4thThe warranty as mentioned in your response was not the issueLack of paperwork, initial invoices never left with customer and because workers were not able to complete the work/ scheduling this work span and 1/weeks..Yes, after much discussion I finally spoke with a manager, convinced her to understand the issues at handWhile I did not receive the exact compensation I'd hoped for I accepted the refundSometimes customer satisfaction gets lost in the full scope of things such as the (services) professionally and satisfactorily rendered.. Thank you for listening to my concerns, we will surely move on and be twice as judicious.Sincerely, Mrs***
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/07) */
We appreciate the customer contacting us regarding her concernsWe have been in contact with the customer and offered a replacementWe will be contacting the customer to schedule an appointment to select a new style for replacement at her
convenienceWe appreciate the customer's feedback and look forward to amicably resolving this matter
Initial Consumer Rebuttal /* (3000, 7, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have also offered to replace the carpet in the other rooms at cost because the new carpet won't match the other rooms
Final Business Response /* (4000, 9, 2015/08/14) */
We have spoken with the customer and the replacement and new installation are both scheduled for August 25, We appreciate the customer's feedback and look forward to amicably resolving this matter
Final Consumer Response /* (2000, 11, 2015/08/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company went above and beyond to resolve the issue

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and have filed a manufacturer warranty claim on the customer’s behalfOnce we have a response from the manufacturer we will discuss the claim with them. We appreciate the customer’s feedback
and look forward to amicably resolving this matter

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
I have received my money back but want to ensure a negative posting is noted so that no future customers are placed int he same position I was.
Sincerely,
*** ***