Empire Today, LLC

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,
Kelly ***

We appreciate the customer contacting us regarding their concernsWe have spoken with the customer and informed that any changes to the *** *** account must be conducted with *** ***. We do not have the ability to make name changes on the customer’s *** *** account. We are
restricted by security rights. The customer must contact *** *** directly to request the desired changes. They may contact *** *** at ***We appreciate the customer’s feedback and look forward to amicably resolving this matterTell us why here

We appreciate the customer contacting us regarding their concernsThe local office has spoken with the customer and we are contracting for an independent inspection of the installed flooring at no cost to the customer

We appreciate the customer contacting us regarding their concerns Service was completed on November 1stWe’ve spoken to the customer and discounted the order for the inconvenience We thank the customer for their feedback on their order

We appreciate the customer contacting us regarding her concernsPer the customer’s request, she has been added to the do not contact list, and she will not receive any further calls from usWe appreciate the customer’s feedback and look forward to amicably resolving this matter

Complaint: ***
I am rejecting this response because: I understand the flooring selected was not available however this was back in MayAfter being canceled on different times, the wrong flooring brought the 5th time and a poor installation the 6th time this is more than inconvenienceI guess the 7th time was a charm for this companyI took off days to have a hour job completed and while a partial discount was ok then it's not nowI lost a lot of time off and salary because of thisI even have pictures of the bad install. I will never use or tell anyone to use empire for their flooring needsJust awful service.
Sincerely,
*** ***

Unfortunately, the replacement material had a different color tone (dye lot), than what was previously installed We are in the process of ordering additional material with which to complete the repairWe apologize for the inconvenience and will contact the customer as soon as the material
is available

We appreciate the customer contacting us regarding their concernsAs requested, we issued a full refund to the customerWe thank the customer for their feedback

The local office has contacted the vendor and will provide an update to the customer as to availability

We appreciate the customer contacting us regarding their concerns 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 concernsThe local office offered to schedule a different crew to complete the minor trim needed, the customer has refusedThe $requested by the customer seems excessive for the small amount of trim neededWe would be happy to
review actual receipts for material for reimbursement to the customer

I recently had new berber carpet installed in my basement and den, and I am very pleased with the final productThe job looks very professionally done, and very beautiful, and also brings a new and fresh smell to those areas of my home
The phone service and scheduling was excellent and promptThe sales representative was very warm, trustworthy, and believable
Overall, I am very happy with my Empire Today experience!

We appreciate the customer contacting us regarding their concernsThe manufacturer requires a professional cleaning of the carpet at least every to monthsWe have suggested the customer have their carpet professionally cleanedWhile the one (1) year labor warranty as lapsed, we have offered
to re-stretch the carpet one time at no cost to the customer as a courtesy

We appreciate the customer contacting us regarding his concernsWe have spoken with the customer and offered a partial refund for the inconvenienceThe customer selected a new product on January 6, 2016, and the installation is scheduled to be completed on January 13, We appreciate the
customer’s feedback and look forward to amicably resolving this matter

We appreciate the customer
contacting us regarding her concernsWe regret the delay in completing the
installation, and any inconvenience that occurred as a resultThe installation
has now been completed, and for customer satisfaction and good will, we offered
the customer a partial refundWe
appreciate the customer’s feedback and look
forward to amicably resolving this matter

We appreciate the customer contacting us regarding their concernsWe were able to reach an amicable resolution with the customerWe 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 me
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,
Patricia ***

We appreciate the customer contacting us regarding their concernsWe have attempted to contact the customer, but have been unsuccessfulWe would like to offer replacement of their luxury vinyl plank flooring at a discounted cost to the customerOnce we have spoken to the customer and have agreement, we will schedule the replacement at the customer’s convenienceWe appreciate the customer’s feedback and look forward to amicably resolving this matter

Initial Business Response /* (1000, 5, 2015/09/23) */
We appreciate the customer contacting us regarding her concernsWe regret any delay in the cancellation process and any inconvenience that occurred as a resultWe have spoken with the customer and advised that the order has been cancelled, and
the refund of her deposit has been processed back to her credit cardWe appreciate the customer's feedback and look forward to amicably resolving this matter
Initial Consumer Rebuttal /* (2000, 7, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
It's a shame that it took a report to Revdex.com to get Empire Today to actually live up to their own refund policyTheir claim that they have spoken with the complaintant is only because we called them to try to get this resolved, and is utter PR BSThey state that they spoke to the complaintant, and repeatedly referred to "her." Neither of us is female, and if they HAD spoken to us, they would have known that! But at least we got the deposit that should have been refunded to us two weeks agoIt took seconds to be deposited into their account, but weeks for them to refund it to us!