Empire Today LLC

Complaint: ***
I am rejecting this response because: I spoke with *** *** @ 1-877-***-*** X *** on Tuesday 12/27/He confirmed that he sent up an appointment for December 30, in the morning and will personally make sure that some WILL show up to finish the jobI received no automated messages to inform me when I was to expect anyone to show upWe tried to call him at his number but he did not answerIn addition, it was NOT possible to leave a message because his voicemail box was fullI called the 1-877-***-*** X *** for immediate assistanceNo one was there to answer the callLeft a message thereI called the main number to see what was happeningPerson on the phone told me I had an appointment for December 29th and nothing elseI finally got in contact with Mr*** *** in the NY locationHe told me there was no one available for today because there was no work order
Sincerely,
*** ***

The customer refused replacement once the installers arrived on the scheduled date
We the offer of replacement is still available if the customer wishes to reconsider

Initial Business Response /* (1000, 5, 2014/04/23) */
We appreciate the customer contacting us regarding his concernsWe have been in contact with the customer and offered either a discount or a replacement with a different style in exchange for a signed releaseThe customer advised that
he would like to see samples before he makes a decisionWe will be scheduling an appointment for the customer to meet with a sales representative and view samples at his convenienceWe appreciate the customer's feedback and look forward to reaching an amicable resolution
Initial Consumer Rebuttal /* (2000, 7, 2014/04/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
they proved to be a notable company and agreed to reimburse a portion of the carpet cost

Initial Business Response /* (1000, 5, 2015/08/18) */
We appreciate the customer contacting us regarding his concernsWe have spoken with the customer, and the repairs were completed on August 13, We appreciate the customer's feedback and hope to assist him with future home
improvement projects
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Repairs have not been completedI was contacted by the GM and he sent out a company representative to assess the problemI was later contacted by the GM who informed me that the installation manager would contact me to resolve the issueAlthough I was contacted by the installation manager, no work has been scheduled or completed
Final Business Response /* (4000, 13, 2015/09/17) */
We have been in contact with the customer, and the replacement was completed on September 16, We appreciate the customer's feedback and look forward to amicably resolving this matter
Final Consumer Response /* (2000, 15, 2015/09/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
If though the work did not start as scheduled we are pleased with the work completed and with the contractor that was assigned to resolve the problem

"MARGIN: 0in 0in 0pt">We appreciate the customer’s feedback regarding his experience with his orders with usCustomer service did attempt to follwith the customer after the final services were complete but messages were not returned
For customer satisfaction and goodwill, we have refunded 10% of the purchase price to the customer’s finance accountThe refund can take up to business days to process. Again, we thank the customer for his time and consideration regarding this matter

Our Empire Carpet installation was flawless from the original appointment through the installation The Sales Rep was knowledgeable and helpful The installers were hardworking and efficient Overall, a very positive experience

We appreciate the customer contacting us regarding their concerns
"Verdana","sans-serif"">We have agreed to an additional accommodation for the customer’s issue, and the refund is in process as agreedWe appreciate the customer’s feedback on their experience

We appreciate the customer contacting us regarding their concerns
The installers
brought the bound rugs to the customer’s home on October 1, as scheduledUnfortunately, the dimensions were not as the customer wishesWe will correct the rugs and schedule installation as soon as the repairs are completed

Thank you for contacting us regarding your concerns
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Our accounting department has confirmed that the correct promotion has been requested of the finance company on October 5thPlease allow up to billing cycles for the changes to reflect on the monthly statement
We appreciate your feedback regarding your order

We appreciate the customer contacting us regarding their concerns
"margin: 0in 0in 0pt;"> Service was completed as agreed with the building manager observing the service
We thank the customer for their feedback on their order

We appreciate the customer contacting us regarding their concerns
0pt;">We have agreed to reimburse the customer for out-of-pocket repairs made to the installed floorWe appreciate the customer’s feedback on their order

Initial Business Response /* (1000, 10, 2014/08/06) */
We appreciate the customer contacting us regarding her concernsWe have been in contact with the customer and repairs are scheduled for August 9, For customer satisfaction and goodwill, we have also offered a partial refundThe
customer is considering the offer and will contact us when the repairs are completedWe appreciate the customer's feedback and look forward to reaching an amicable resolution

We appreciate the customer contacting us regarding their concerns
0in 0pt;">
The local office contacted the customer by telephone and offered to repair the molding at no cost to the customerAlternately, we have offered to discount the order so they may have their own contractor address. We are currently waiting for the customer’s response to our offers

Complaint: ***
I am rejecting this response because:
Empire Today CONTACTED US on August 5, 2016, to offer us a partial refundNearly months later, NOW they want us to sign a legal document to get the refund that they've promisedWe've been told numerous times that "the check's in the mail" and now we find out that the check was never even processedMore deception on the part of this companyWe are rejecting this response because we STILL don't have the refund
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 meThey did finally refund me the money once they knew you were involved Thank you very much for your assistance and time
Sincerely,
*** ***

We appreciate the customer contacting us regarding his concernsWe have spoken with the customer and advised that we will have an inspection conducted by an independent, third party inspection companyOnce the inspection report is complete and submitted to
us, we will follow up with the customer to discuss the results and possible solutionsWe appreciate the customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concerns
"margin: 0in 0in 0pt;"> The refund was processed as agreed on September 9, The warranty information was also mailed to the customer at that time; for convenience all our warranty information is also on our website
We have also submitted for two (2) referral gift cards for the customerReferral rewards are processed by a 3rd party company and can take up to thirty (30) days to be receivedAgain, we thank the customer for their feedback

We appreciate the customer contacting us regarding their concerns with the sales appointment
0pt">As requested, we have canceled the customer’s orderNo deposit was paid, therefore no refund is dueWe thank the customer for their feedback

Thank you for contacting us regarding your concerns
face="Calibri" size="3">The customer’s laminate floor was installed in April We reviewed the current issue, and found the flooring to be damaged by pet urineUrine damage is not covered by warrantyWe have offered replacement at a reduced cost with a vinyl flooring option for customer satisfaction and goodwill

We appreciate the customer contacting us regarding their concerns
"Calibri",sans-serif">
As the customer requested, the order has been canceled and the full deposit payment refunded