Empire Today, LLC

We appreciate the customer contacting us regarding their concernsService was completed on October 19, We thank the customer for their feedback

Complaint: ***
I am rejecting this response because:
Empire has not addressed the problem of how long it has taken for me to receive the refund I did receive an email on the 17th and an attached receipt showing my credit card refund process did not take place on the day (April 6th) they had initially told me It had in fact taken place on April 17th Which brings me back to my original Revdex.com complaint, WHY DOES IT TAKE SO LONG TO PROCESS A REFUND!! Empires customers deserve better than this This needs to be addressed, and not just the canned response of "You have your money now the matter is resolved" The matter was not addressed!!
Sincerely,
*** ***

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and their refund has been processed. We appreciate the customer’s feedback and consider this matter resolved

We appreciate the customer contacting us regarding their concernsThe local office has contacted the customer and has scheduled installation of the foyer at no additional cost to the customer

We have been in contact
with the customer, and we are not able to complete the service, as the customer has sold the houseWe regret any inconvenience that occurred, and we are offering a partial refund for customer satisfactionWe appreciate the customer's feedback and look forward to amicably resolving this matter

Complaint: ***
I am rejecting this
response because: The statement regarding the issue being "site related" is inaccurate & misleadingAt no time was I given specifics around what "site related" actually refers toIn fact, I went through a series of potential factors with Ms*** *** (Empire Today, LLC General Manager) and not one of those were a valid factorThat list included a pet in the home, installed adjacent to hard wood flooring, installed on concrete floor, use of a upright vacuum, etcMs*** only comment to me was around steam cleaningShe stated that my warranty would be voided unless I had the carpet steam cleaned within the first monthsAs I previously mentioned, they sent out one of their installers to perform the "manager's review"While he was in my home, he said this carpet needs to be replaced because it's supposed to come apart like thatHe also told me it's not an installation issueI believed both of those statementsBut now the warranty folks claim it's site related which is clearly their way of saying "it's not our problemThis isn't surprising to me considering 38% of their customers claimed to be dissatisfied with the overall level of servicesI WANT THIS CARPET REPLACED FOR FREE SO I CAN MOVE ON WITH MY LIFETHIS IS NOT AN APPROPRIATE WAY TO DEAL WITH CUSTOMERS CONSIDERING WE'RE TALKIING ABOUT $
Sincerely,
Michael ***

The local office spoke with the customer on Tuesday, July 26th and advised that we have authorized full replacement under warrantyAs the previous product is no longer available we have scheduled to show in-stock samples for the customer’s reselection

We appreciate the customer contacting us regarding their concerns.Replacement was completed on November 1stWe thank the customer for their feedback on their order

We regret that the customer has declined our offerWe have requested a receipt for the TV that was damaged, or the make, model, and size of the TV so we can review further

The regional manager spoke with the customer and had a very productive discussion regarding the customer’s concernsWe will follwith a sales appointment to show other flooring options and work with the customer on the price of replacement

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and the service was completed on June 16, We appreciate the customer’s feedback and consider this matter resolved

The agreed upon refund has been processed to the customer’s finance accountWe appreciate the customer’s feedback

We appreciate the customer contacting us regarding their concernsThe local office is working with the customer and the manufacturer with regard to the color discrepancy between the trim and flooring

Repairs were completed under warranty at no cost to the customer on Sept 13thWe have left several messages to confirm the customer is satisfied with the service

The customer refused to allow our handy man to service the issueAs such, the local office offered to review estimates for the claimed damages to painted wallsThe customer agreed, but advised there is no urgency and might forward by June this year

I had carpet installed in bedrooms, levels of steps, and a large basement family room The sales rep took the time explaining my options as this was my first time purchasing carpetI am also an indecisive person The installers did a flawless jobI would like to give credit for the PROFESSIONALISM of everyone and the quality of the carpet

Complaint: ***
I am rejecting this response because:No one has contacted meWhat phone number was this message supposedly left on?
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,
*** ***

Service was completed as agreedWe thank the customer for their feedback regarding the experience

We appreciate the customer contacting us regarding their concerns.The local office completed a conference call with the customer and the finance company todayRepairs are scheduled for Thursday February 16th