Empire Today - Tim Sherwin Horrible Window Treatment, Horrible Service, Horrible Experience Internet
I had a terrible experience this past month with Empire's Window Treatment division.
I needed to replace broken vertical blinds that came with my home when I purchased 7 years ago. I really didn't have the money but it became a necessity. I decided on Roman Shades. Since there are no good pictures on Empire's site, I checked others to make sure they are what I wanted.
Unlike when I purchased carpet and flooring, the salesperson DID NOT have a sample. What he had was a book with pictures. The picture showed a white roman shade set inside white moulding on a white wall. I didn't want white, so there were pieces of colored fabric in the book as well. From this small sample I chose the moss green.
When the installer came to measure, I told him I wanted the shade inside the moulding. He told me I wouldn't like it like that - and to believe him because he has been doing this for 20 years - and measured from the outside corners of my moulding.
What no one told me and what I could not see because there are no samples and no picture of a roman shade in a color other than white, is that the metal housing at the top of the shade is white - it does not match the shade fabric. If you look at roman shades at other websites as I had done, they all have the housing in the same fabric as the shade.
I have a deep colored wall and green fabric that goes from corner to corner covering my moulding AND AN INDUSTRIAL WHITE METAL STRIP ACROSS THE TOP. I am extremely unhappy and have spoken to many people including Maggie in customer service, Helen Brown in the "complaint resolution" dept, and Tim Sherwin from "the office of the president." I got the same answer from all of them. TOO BAD - YOU BOUGHT THEM.
I challenged them, especially the guy from the president's office, so show me where I would have known I was getting a white metal housing with a green shade and he said "I don't know that you would."
The are hideous and no one was wiling to help. I asked for my money back - no way. I asked for a different blind (one that comes with a valance of sorts) - no way. I asked them to just resize what I have so they sit inside the moulding the way that I had originally asked the measurer - I figured if there was white all around the shade I the housing would blend in - AGAIN: NO WAY.
I asked to speak to the president and was told NO. Tim Sherwin told me they are a privately held company and he did not have to provide that information. I asked to speak to his boss and he said NO.
The worst part of the whole experience - beside the 1000.00 dollars I spent on horrible blinds - is the lack of concern or understanding on Maggie, Helen, and Tim's part. They all said the same thing - EXACTLY THE SAME THING - it was obvious there is a script and no matter what I said or how upset I became (truly - like most people I do not have 1000 dollars to throw away) they all said the same words.
This was the worst service I have ever received and the worst major purchase I have ever made.
Obviously I will never again purchase from Empire Today.
Lisa
Toms River, New Jersey
U.S.A.
2 Updates & Rebuttals
Gotwhatyoudeserved
Murfreesboro,Tennessee,
U.S.A.
Consumer Responsibility
#3Consumer Comment
Tue, May 12, 2009
I wanted to respond to the comments made against Empire Today for this particular situation involving a consumer not getting what she thought she paid for. After over twenty five years in the customer service business I have seen multiple cases such as this in which BOTH parties are to blame. In this case however, I couldn't help but notice how the consumer completely removes herself from any and all responsibility for the outcome of this project. Nowhere in this complaint is there mention of the customer asking the simple question of "what colors are offered for the top of the shade"? In fact, the only reference the consumer makes on this subject is her comparison shopping elsewhere. This customer, like most consumers today, has no consumer responsibility. She didn't get what she thought she paid for and therefore it must be the fault of someone else. I applaud Empire Today for telling a consumer NO and forcing her to live with HER choice. She obviously thought Empire Today was a good company to begin with or she would not have decided to use them for a second project. Finally, it may be a hard fact for this consumer to accept but it's really a simple process when making any purchase and that is; ask questions, listen, take time to think, and most importantly, don't assume anything about any product or company. Be a responsible consumer and you and the company you decide to do business with will be much better off.
Cristina
Bristow,Virginia,
U.S.A.
May I recommend covering with fabric or paint!!
#3Consumer Suggestion
Mon, May 04, 2009
I know this isn't the solution you wanted, but may I suggest trying to do something to cover up the metal part.
Use tacky glue that works well with decorator fabric andmetal (find it at Michaels/AC Moore) to cover/wrap the metal piece. You could have fun searching for a pretty piece of fabric that coordinates with the moss green shade.
There is also paint that will cover metal (find it at Lowes/Home Depot).
If you do that, be sure to cover your walls/shade as to ensure the paint not getting on the metal piece. If you go this route, you might also need to primer the metal, depending on it's surface coating.
Regardless, I agree that it sucks to pay so much for window treatments and it not come out the way you expect it, but I believe you do have options, eventhough they may come with inconvience on your part. You could create a masterpiece!! Good luck :)