We appreciate the customer contacting us regarding their concerns. The local office has spoken with the customer and have resolved the issue amicably. We thank the customer for their feedback.
Initial Business Response /* (1000, 5, 2015/04/09) */
We appreciate the customer contacting us regarding her concerns. We have spoken with the customer about her experience, and for customer satisfaction and good will, we offered a partial discount. The customer declined this offer, and per the...
customer's request, her order has been cancelled.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They offered $100.00 that is not a discount that is an insult for a $2000.00 job. The inconvenience and unprofessional attitude alone is worth more than that
Final Consumer Response /* (4200, 11, 2015/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not compensate me for any inconveniences I endured from this experience with Empire. I would like monitary compensation for the aggrevation and time loss at work.
Final Business Response /* (4000, 13, 2015/04/30) */
For customer satisfaction and goodwill, we had offered to discount the order by $300, but the customer declined. The customer's order has been cancelled per her request, and her deposit was fully refunded to her credit card on April 7, 2015.
While the customer has advised that she does not want to purchase from us, she is requesting compensation. We have advised the customer that we are unable to honor the request for punitive damages, and the offer to discount the cost of the order, should she wish to move forward is still available. We look forward to amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns. The laminate flooring was installed in August 2015, the one year labor warranty has lapsed. The local office has contacted the customer; service to the installed floor out of warranty would be at the customer’s cost. The...
We appreciate the customer contacting us regarding their concerns. The damage to the carpet was found to be locally caused. We have offered to work with the customer on the cost of replacement.
We appreciate the customer contacting us regarding their concerns. The customer paid a fair and reasonable price for the products and services received. We offered a small discount for any waste product, but the customer preferred to have a small piece of carpet delivered. The carpet was...
delivered to the customer on August 12, 2016. We thank the customer for their feedback regarding their order.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]Empire has told me in three separate occasions that they would return my call. First they said that they had to talk to the salesman to make sure the window treatment was a gift, part if a promotion since I accepted the flooring offer. They never called me back, that was more than a month ago. Then another person called and said they wanted me to explain the situation to them a second time and that they would return my call the next day. They dint return the all the next day. I've called and left messages but I don't believe that Enpire wants to right their wrong
Complaint: [redacted]
I am rejecting this response because: I have accepted the conditions of the replacement carpet however I am not going to close this out until it is completely resolved.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/28) */
We appreciate the customer contacting us regarding his concerns. We have been attempting to contact the customer via telephone to discuss the needed repairs, but we have not yet been able to speak with the customer. We look forward to hearing...
back from the customer and amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns. The local office left a message for the customer to confirm the date of repair. We would be happy to schedule service at the customer’s earliest convenience.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted] & [redacted]
Initial Business Response /* (1000, 5, 2015/07/08) */
We appreciate the customer contacting us regarding her concerns. We regret any misunderstanding or confusion that occurred regarding the terms of the financing and any inconvenience that occurred as a result. The financing was changed to the...
correct promotion and submitted to the finance company on July 7, 2015. We appreciate the customer's feedback and look forward to amicably resolving this matter.
We appreciate the customer
contacting us regarding his concerns. We regret the delay in completing the
repairs and any inconvenience that occurred as a result. We have been in
contact with the customer, and the repairs are scheduled to be completed on
December 21, 2015. We appreciate the...
customer’s feedback and look forward to
amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns.While this product is out of stock, we were able to locate material to offer for this customer paid repair. The product has been shipped to the local office & we are scheduling a mutually convenient time to complete the repairs....
We thank the customer for their feedback regarding their order.
We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled replacement for August 19, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
Initial Business Response /* (1000, 5, 2015/04/21) */
We appreciate the customer contacting us regarding his concerns. We have been in contact with the customer and advised that the carpet on the stairs is not covered under warranty. For customer satisfaction, we offered a replacement at a reduced...
cost. The customer requested a copy of the warranty, and it was sent to him on April 16, 2015. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It has not been one year since the carpet was re-installed. It is covered under warranty. We were sold this carpet by[redacted] an outsourced sales rep who said the carpet would wear well on the stairs over time. 6 months is not acceptable for their most expensive carpet!
We were never offered replacement carpet at a reduced cost- this simply isn't true. This false statement is emblematic of our whole experience from the broken promises of quality products, good installation, and overall satisfaction.
We do not want the carpet replaced with the same carpet that will wear out again in 6 months! We want a solution that meets the expectations sold to us by Empire. If this cannot happen, then I want a full refund for all of the carpet so that I can find a company that will do what they say.
Final Business Response /* (4000, 21, 2015/07/08) */
We had the customer's carpet inspected by an independent, third party inspection company. The results indicated that there are no installation or manufacturing defects. The spot on the carpet was site related and was able to be cleaned during the inspection. We have been attempting to follow up with the customer via telephone and email to confirm that he is satisfied, and we look forward to hearing back from the customer.
Final Consumer Response /* (2000, 23, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The oil stain left by the Empire installation crew was removed. No more Empire!
We appreciate the customer contacting us regarding their concerns. The local office left a voice mail for the customer on September 6, 2016, to schedule a date/time to have the installation manger review.
We appreciate the customer contacting us regarding their concerns. The local office has spoken with the customer and have resolved the issue amicably. We thank the customer for their feedback.
We appreciate the customer contacting us regarding her concerns.
Installation was completed on July 2, 2015. We apologize for any inconvenience to the customer.
Initial Business Response /* (1000, 5, 2015/04/09) */
We appreciate the customer contacting us regarding her concerns. We have spoken with the customer about her experience, and for customer satisfaction and good will, we offered a partial discount. The customer declined this offer, and per the...
customer's request, her order has been cancelled.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They offered $100.00 that is not a discount that is an insult for a $2000.00 job. The inconvenience and unprofessional attitude alone is worth more than that
Final Consumer Response /* (4200, 11, 2015/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not compensate me for any inconveniences I endured from this experience with Empire. I would like monitary compensation for the aggrevation and time loss at work.
Final Business Response /* (4000, 13, 2015/04/30) */
For customer satisfaction and goodwill, we had offered to discount the order by $300, but the customer declined. The customer's order has been cancelled per her request, and her deposit was fully refunded to her credit card on April 7, 2015.
While the customer has advised that she does not want to purchase from us, she is requesting compensation. We have advised the customer that we are unable to honor the request for punitive damages, and the offer to discount the cost of the order, should she wish to move forward is still available. We look forward to amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns. The laminate flooring was installed in August 2015, the one year labor warranty has lapsed. The local office has contacted the customer; service to the installed floor out of warranty would be at the customer’s cost. The...
customer has refused service at his cost.
We appreciate the customer contacting us regarding her concerns.
Both products have been installed and we’ve processed a discount for the delay. We appreciate the customers patience regarding this matter.
We appreciate the customer contacting us regarding their concerns. The local office has reached out to the customer to discuss resolution.
We appreciate the customer contacting us regarding their concerns. The damage to the carpet was found to be locally caused. We have offered to work with the customer on the cost of replacement.
We appreciate the customer contacting us regarding their concerns. The customer paid a fair and reasonable price for the products and services received. We offered a small discount for any waste product, but the customer preferred to have a small piece of carpet delivered. The carpet was...
delivered to the customer on August 12, 2016. We thank the customer for their feedback regarding their order.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]Empire has told me in three separate occasions that they would return my call. First they said that they had to talk to the salesman to make sure the window treatment was a gift, part if a promotion since I accepted the flooring offer. They never called me back, that was more than a month ago. Then another person called and said they wanted me to explain the situation to them a second time and that they would return my call the next day. They dint return the all the next day. I've called and left messages but I don't believe that Enpire wants to right their wrong
We appreciate the customer contacting us regarding their concerns. Service was completed on July 15th. We thank the customer for their feedback.
Complaint: [redacted]
I am rejecting this response because: I have accepted the conditions of the replacement carpet however I am not going to close this out until it is completely resolved.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/09/28) */
We appreciate the customer contacting us regarding his concerns. We have been attempting to contact the customer via telephone to discuss the needed repairs, but we have not yet been able to speak with the customer. We look forward to hearing...
back from the customer and amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns. The local office left a message for the customer to confirm the date of repair. We would be happy to schedule service at the customer’s earliest convenience.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted] & [redacted]
Initial Business Response /* (1000, 5, 2015/07/08) */
We appreciate the customer contacting us regarding her concerns. We regret any misunderstanding or confusion that occurred regarding the terms of the financing and any inconvenience that occurred as a result. The financing was changed to the...
correct promotion and submitted to the finance company on July 7, 2015. We appreciate the customer's feedback and look forward to amicably resolving this matter.
We appreciate the customer
contacting us regarding his concerns. We regret the delay in completing the
repairs and any inconvenience that occurred as a result. We have been in
contact with the customer, and the repairs are scheduled to be completed on
December 21, 2015. We appreciate the...
customer’s feedback and look forward to
amicably resolving this matter.
We appreciate the customer contacting us regarding their concerns.While this product is out of stock, we were able to locate material to offer for this customer paid repair. The product has been shipped to the local office & we are scheduling a mutually convenient time to complete the repairs....
We thank the customer for their feedback regarding their order.
We appreciate the customer contacting us regarding their concerns. We have spoken with the customer and scheduled replacement for August 19, 2016. We appreciate the customer’s feedback and look forward to amicably resolving this matter.
Initial Business Response /* (1000, 5, 2015/04/21) */
We appreciate the customer contacting us regarding his concerns. We have been in contact with the customer and advised that the carpet on the stairs is not covered under warranty. For customer satisfaction, we offered a replacement at a reduced...
cost. The customer requested a copy of the warranty, and it was sent to him on April 16, 2015. We appreciate the customer's feedback and look forward to amicably resolving this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It has not been one year since the carpet was re-installed. It is covered under warranty. We were sold this carpet by[redacted] an outsourced sales rep who said the carpet would wear well on the stairs over time. 6 months is not acceptable for their most expensive carpet!
We were never offered replacement carpet at a reduced cost- this simply isn't true. This false statement is emblematic of our whole experience from the broken promises of quality products, good installation, and overall satisfaction.
We do not want the carpet replaced with the same carpet that will wear out again in 6 months! We want a solution that meets the expectations sold to us by Empire. If this cannot happen, then I want a full refund for all of the carpet so that I can find a company that will do what they say.
Final Business Response /* (4000, 21, 2015/07/08) */
We had the customer's carpet inspected by an independent, third party inspection company. The results indicated that there are no installation or manufacturing defects. The spot on the carpet was site related and was able to be cleaned during the inspection. We have been attempting to follow up with the customer via telephone and email to confirm that he is satisfied, and we look forward to hearing back from the customer.
Final Consumer Response /* (2000, 23, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The oil stain left by the Empire installation crew was removed. No more Empire!
We appreciate the customer contacting us regarding their concerns. The local office left a voice mail for the customer on September 6, 2016, to schedule a date/time to have the installation manger review.