We appreciate the customer contacting us regarding her concerns. We have been in contact with the customer, and the replacement has been completed. A furniture repair company will be addressing the damages on December 29, 2015. We appreciate the customer’s feedback and look forward to amicably...
Initial Business Response /* (1000, 10, 2015/03/23) */
We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and reviewed the third party inspection process. The inspection report is currently pending. Once it is completed and submitted to us, we will...
follow up with the customer to discuss the results and possible solutions. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (3000, 12, 2015/03/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After a number of inspections and misleading/misunderstanding calls I'm holding a response to their response until I hear from the third party THEY hired and would not give me a report or his opinion of a cause due to the fact empire hired him as he stated to me. All because empire insisted a third party inspection because in all their years experience they don't know what's wrong and claimed corporate called for the third party inspection and that was after a call from empire representative claiming to be from corporate and he would call back and never did. And we do have his name and number he gave us.
Final Business Response /* (4000, 14, 2015/03/30) */
We have spoken with the customer regarding the results of the third party inspection and offered a replacement. The customer accepted this offer, and the replacement will be scheduled at his convenience. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Final Consumer Response /* (4200, 16, 2015/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they have agreed to replace our hardwood floors at no cost to us. it was determined to be an install failure. we have scheduled the work to start on the 7th of april. as I told them I will only accept and be satisfied once my floor is complete. I do accept the resolution but until the work is done and I am satisfied I will not remove this.
We apologize for missing the scheduled sales appointment. The local office has been attempting to contact the customer by telephone to re-schedule but has not received a response.
“Site related” damage refers to any damage to the product post-installation. Many things can damage an installed carpet, however unless the damage is observed occurring, any suggestions on what or how the damage occurred is only speculation. This damage is not a manufacturing defect and as such is not covered by warranty.
Complaint: [redacted]
I am rejecting this response because:The quality of the laminate is extremely poor in addition to the installation.
Sincerely,
[redacted]
We appreciate the customer contacting us with her concerns.
We’re sorry to learn the customer is disappointed in the performance of her carpet. For customer satisfaction and goodwill, we will replace with a similar grade/cost of carpet at no additional cost to the customer in exchange for a...
signed Agreement.
The local office will be contacting the customer shortly to schedule a time to show additional carpet samples.
We appreciate the customer contacting us regarding their concerns. We apologize for any inconvenience this matter caused. Per the customer’s request, we have canceled the order and issued a full refund to the original method of payment. We look forward to working with the customer on future home...
We appreciate the customer contacting us regarding their concerns. The local office contacted the customer and reviewed the damage caused by the customer’s elderly dogs. While not covered by warranty, we have offered to repair one time at no cost to the customer. The customer also expressed...
interest in full replacement with another product and we would be happy to work with the customer on their cost of replacement.
Initial Business Response /* (1000, 10, 2014/11/18) */
We appreciate the customer contacting us regarding her concerns. We have been in contact with the customer regarding the stains that have not come out, and we have scheduled an inspection for November 18, 2014. Once we review the results of the...
inspection, we will contact the customer to discuss possible solutions. We appreciate the customer's feedback and look forward to reaching an amicable resolution.
Initial Consumer Rebuttal /* (3000, 12, 2014/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contacted and they did send someone to come out and look at the carpet. I was told that I should have a warranty paper which I did and I was also told how often I must vacuum and have my carpet cleaned. He took pictures of the carpet and he also took picture of my vacuum cleaner. Wow I said to myself really. I told him how much I vacuum my carpet and he was saying that I need to vacuum twice a week. Really for newly carpet I should have to vacuum that much. He said he could not see any stains but I could see the stain area that I was talking about. For a newly caret that has been in the bedroom for over a year now should not be able to see where carpet have given and you being able to see the where you have walked around the bed and in front of the dresser. I understand that this is a light carpet but still say if this was top of line carpet I don't believe this would be happening. Need I say that I have carpet in my living room as well as my son's room and it is walked on just as much as this carpet and been here longer and it was looking just like this carpet until I had the professional cleaner to clean around the area that where been a lot of traffic and it looks good. He told me that they would get back with me in 3 days to let me know something, but he don't think that they would or could do anything about my problem with the carpet. Also that they might be a third party inspector coming to look at it. This is after they view the pictures and decide.
Thanks
[redacted]
Final Consumer Response /* (4200, 28, 2014/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all I am asking for free carpet. Asking for a replacement for the carpet that was purchased from you that have what you call a no manufacturer defect or installation error, but apparently has a stain that not even a professional cleaner can't remove.
Second you say that you repeatedly been in touch with me. I recall 2 times. Once again I will not pay you a discount fee of $225. And it's not fair that you sell your customers carpet that been probably seating in the warehouse for awhile at a cheap price that is supposed to be at the top of the line carpet at special price but I am pretty sure that you do that's why you have those deals that be advertise on tv. Correct me if I'm wrong. What ever happened to customers always right?
Final Business Response /* (4000, 30, 2015/01/06) */
The customer's carpet was installed June 2013; approximately one year later we were contacted regarding the customer's concerns of staining. We attempted to reach the customer at that time, but our calls were not returned until October 2014. When we were finally able to speak to the customer, we recommended, per the manufacturers' warranty, that the customer have the carpet professionally cleaned.
It was not until after the customer filed this complaint that she finally had the carpet professionally cleaned. The customer advised she was not satisfied with the appearance of the carpet after professional cleaning, and as such, we agreed to inspect for any defects.
We inspected the carpet on November 18, 2014; no installation or manufacturer defects were found. Therefore, we are unable to file a warranty claim on the customer's behalf. For customer satisfaction and goodwill, we have offered the customer a replacement with the same style at a discounted cost and recommended a darker color for her usage.
When the customer objected to the replacement cost, we discounted the offered replacement by an additional 10%. The customer has again refused our offer. The customer's further demands of free replacement, or to have us pay off the current financed balance are not fair or reasonable.
We have tried to be flexible and understanding to the customer's concerns. However, the customer has not shown any flexibility regarding this matter; in fact, she has stated her inflexibility in the rebuttals to our offer.
The offer of discount replacement is still available should the customer wish to reconsider.
We appreciate the customer
contacting us regarding his concerns. We have spoken with the customer and
recommended that he contact a professional cleaning company, and we will
reimburse him for the cost. We appreciate the customer’s feedback and look
forward to amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns. Replacement of the dining area was completed on July 31, 2017. We thank the customer for the feedback.
We appreciate the customer contacting us regarding their concerns. The local office has contacted the customer and has agreed to replace the installed carpet; if the customer chooses a more expensive product the customer has agreed to pay the difference. The customer reviewed carpet...
samples and is currently deciding on the carpet style for replacement.
We appreciate the customer contacting us regarding their concerns.
The customer’s previous choice of flooring was no longer available and the customer reselected to an instock style flooring. The flooring was installed on July 22nd as agreed. We have also issued a partial discount. We...
We appreciate the customer contacting us regarding their concerns.Foot prints and vacuum marks in the carpet’s nap are not defects, and indicative of a high quality carpet and the natural esthetic of the product itself.We are sorry to learn the customer is unhappy with the carpet they purchased....
Some styles of carpet, such as loop (berber) carpet show these marks less than others. We would be happy to work with the customer on their cost of replacement, and are having the sales associate contact the customer directly.
We regret any miscommunication that
occurred regarding scheduling the installation, as well as any inconvenience
that occurred as a result. We have spoken with the customer, and the repairs
are scheduled for December 23, 2015. We appreciate the customer’s feedback and
look forward to amicably resolving this matter.
All refunds were processed as agreed on February 23rd. Please allow 7-10 business days to process through the banking system.
We appreciate the customer contacting us regarding her concerns. We have been in contact with the customer, and the replacement has been completed. A furniture repair company will be addressing the damages on December 29, 2015. We appreciate the customer’s feedback and look forward to amicably...
resolving this matter.
Initial Business Response /* (1000, 10, 2015/03/23) */
We appreciate the customer contacting us regarding his concerns. We have spoken with the customer and reviewed the third party inspection process. The inspection report is currently pending. Once it is completed and submitted to us, we will...
follow up with the customer to discuss the results and possible solutions. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (3000, 12, 2015/03/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After a number of inspections and misleading/misunderstanding calls I'm holding a response to their response until I hear from the third party THEY hired and would not give me a report or his opinion of a cause due to the fact empire hired him as he stated to me. All because empire insisted a third party inspection because in all their years experience they don't know what's wrong and claimed corporate called for the third party inspection and that was after a call from empire representative claiming to be from corporate and he would call back and never did. And we do have his name and number he gave us.
Final Business Response /* (4000, 14, 2015/03/30) */
We have spoken with the customer regarding the results of the third party inspection and offered a replacement. The customer accepted this offer, and the replacement will be scheduled at his convenience. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Final Consumer Response /* (4200, 16, 2015/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
they have agreed to replace our hardwood floors at no cost to us. it was determined to be an install failure. we have scheduled the work to start on the 7th of april. as I told them I will only accept and be satisfied once my floor is complete. I do accept the resolution but until the work is done and I am satisfied I will not remove this.
We apologize for missing the scheduled sales appointment. The local office has been attempting to contact the customer by telephone to re-schedule but has not received a response.
“Site related” damage refers to any damage to the product post-installation. Many things can damage an installed carpet, however unless the damage is observed occurring, any suggestions on what or how the damage occurred is only speculation. This damage is not a manufacturing defect and as such is not covered by warranty.
Complaint: [redacted]
I am rejecting this response because:The quality of the laminate is extremely poor in addition to the installation.
Sincerely,
[redacted]
We appreciate the customer contacting us with her concerns.
We’re sorry to learn the customer is disappointed in the performance of her carpet. For customer satisfaction and goodwill, we will replace with a similar grade/cost of carpet at no additional cost to the customer in exchange for a...
signed Agreement.
The local office will be contacting the customer shortly to schedule a time to show additional carpet samples.
We appreciate the customer contacting us regarding their concerns. We apologize for any inconvenience this matter caused. Per the customer’s request, we have canceled the order and issued a full refund to the original method of payment. We look forward to working with the customer on future home...
improvement projects.
We appreciate the customer contacting us regarding their concerns. The local office contacted the customer and reviewed the damage caused by the customer’s elderly dogs. While not covered by warranty, we have offered to repair one time at no cost to the customer. The customer also expressed...
interest in full replacement with another product and we would be happy to work with the customer on their cost of replacement.
No work was completed and per the customer's request have canceled the orders and issued a full refund.
Initial Business Response /* (1000, 10, 2014/11/18) */
We appreciate the customer contacting us regarding her concerns. We have been in contact with the customer regarding the stains that have not come out, and we have scheduled an inspection for November 18, 2014. Once we review the results of the...
inspection, we will contact the customer to discuss possible solutions. We appreciate the customer's feedback and look forward to reaching an amicable resolution.
Initial Consumer Rebuttal /* (3000, 12, 2014/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contacted and they did send someone to come out and look at the carpet. I was told that I should have a warranty paper which I did and I was also told how often I must vacuum and have my carpet cleaned. He took pictures of the carpet and he also took picture of my vacuum cleaner. Wow I said to myself really. I told him how much I vacuum my carpet and he was saying that I need to vacuum twice a week. Really for newly carpet I should have to vacuum that much. He said he could not see any stains but I could see the stain area that I was talking about. For a newly caret that has been in the bedroom for over a year now should not be able to see where carpet have given and you being able to see the where you have walked around the bed and in front of the dresser. I understand that this is a light carpet but still say if this was top of line carpet I don't believe this would be happening. Need I say that I have carpet in my living room as well as my son's room and it is walked on just as much as this carpet and been here longer and it was looking just like this carpet until I had the professional cleaner to clean around the area that where been a lot of traffic and it looks good. He told me that they would get back with me in 3 days to let me know something, but he don't think that they would or could do anything about my problem with the carpet. Also that they might be a third party inspector coming to look at it. This is after they view the pictures and decide.
Thanks
[redacted]
Final Consumer Response /* (4200, 28, 2014/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all I am asking for free carpet. Asking for a replacement for the carpet that was purchased from you that have what you call a no manufacturer defect or installation error, but apparently has a stain that not even a professional cleaner can't remove.
Second you say that you repeatedly been in touch with me. I recall 2 times. Once again I will not pay you a discount fee of $225. And it's not fair that you sell your customers carpet that been probably seating in the warehouse for awhile at a cheap price that is supposed to be at the top of the line carpet at special price but I am pretty sure that you do that's why you have those deals that be advertise on tv. Correct me if I'm wrong. What ever happened to customers always right?
Final Business Response /* (4000, 30, 2015/01/06) */
The customer's carpet was installed June 2013; approximately one year later we were contacted regarding the customer's concerns of staining. We attempted to reach the customer at that time, but our calls were not returned until October 2014. When we were finally able to speak to the customer, we recommended, per the manufacturers' warranty, that the customer have the carpet professionally cleaned.
It was not until after the customer filed this complaint that she finally had the carpet professionally cleaned. The customer advised she was not satisfied with the appearance of the carpet after professional cleaning, and as such, we agreed to inspect for any defects.
We inspected the carpet on November 18, 2014; no installation or manufacturer defects were found. Therefore, we are unable to file a warranty claim on the customer's behalf. For customer satisfaction and goodwill, we have offered the customer a replacement with the same style at a discounted cost and recommended a darker color for her usage.
When the customer objected to the replacement cost, we discounted the offered replacement by an additional 10%. The customer has again refused our offer. The customer's further demands of free replacement, or to have us pay off the current financed balance are not fair or reasonable.
We have tried to be flexible and understanding to the customer's concerns. However, the customer has not shown any flexibility regarding this matter; in fact, she has stated her inflexibility in the rebuttals to our offer.
The offer of discount replacement is still available should the customer wish to reconsider.
We appreciate the customer
contacting us regarding his concerns. We have spoken with the customer and
recommended that he contact a professional cleaning company, and we will
reimburse him for the cost. We appreciate the customer’s feedback and look
forward to amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns. Replacement of the dining area was completed on July 31, 2017. We thank the customer for the feedback.
We have spoken with the customer and have agreed to have the tile floor cleaned and the grout stained at no cost to the customer.
We appreciate the customer contacting us regarding their concerns. The local office has contacted the customer and has agreed to replace the installed carpet; if the customer chooses a more expensive product the customer has agreed to pay the difference. The customer reviewed carpet...
samples and is currently deciding on the carpet style for replacement.
We appreciate the customer contacting us regarding their concerns.
The customer’s previous choice of flooring was no longer available and the customer reselected to an instock style flooring. The flooring was installed on July 22nd as agreed. We have also issued a partial discount. We...
apologize for the inconvenience.
We appreciate the customer’s feedback. Installation was completed as scheduled. We apologize for any inconvenience.
We appreciate the customer contacting us regarding their concerns.Foot prints and vacuum marks in the carpet’s nap are not defects, and indicative of a high quality carpet and the natural esthetic of the product itself.We are sorry to learn the customer is unhappy with the carpet they purchased....
Some styles of carpet, such as loop (berber) carpet show these marks less than others. We would be happy to work with the customer on their cost of replacement, and are having the sales associate contact the customer directly.
We appreciate the customer contacting us regarding their concerns. Service was completed on July 25th. We thank the customer for their feedback.
We regret any miscommunication that
occurred regarding scheduling the installation, as well as any inconvenience
that occurred as a result. We have spoken with the customer, and the repairs
are scheduled for December 23, 2015. We appreciate the customer’s feedback and
look forward to amicably resolving this matter.