Graz Perrelli
Chicago,#2UPDATE Employee
Wed, January 12, 2005
I have been a salesman with Empire Today for several years, and I can tell you that the service from Empire Today is exceptional, and far greater than the competition. The company is growing by leaps and bounds and has gone from one location to nearly thrity very rapidly. Because of the huge number of jobs we perform, it is impossible to be error free. Empire Today takes customer complaints very seriously, and ultimately is guided by the voice of our customer. It's extremely unfortunate that these situations happened to these people, and I apologize on behalf of Empire Today. I do know that we go to great lengths in appeasing our customers if something goes awry. On many occasions, in my own personal sales, products have been replaced for much lesser reason. There are some brand new markets that need to work the kinks out. Empire Today is very upstanding and will refund money on a job turned disaster. WE DO NOT HIRE OUT TO THE LOWEST BIDDER as one respondent has suggested on this forum. And he should be more careful before making up something like that. As a matter of fact, we take great pride in being an "all under one roof" company that runs a very tight ship. Normally, if there is an issue, Empire is the first company to allow a customer a full refund, because it is extremely rare, and we spend a lot of money on advertising, and don't want to throw our reputation in the garbage. Sometimes people just have a bad experience because a succession of things go wrong. Out of some thousands of jobs performed weekly, one or two people are bound to have an absolutely lousy experience with all the companies that are top-rated in their respective field. It seems that these customers just happened to get the wrong person on the phone, and those people are probably no longer with the company, as Empire has a zero tolerance policy with customer service issues. As a salesperson for Empie Today, I take great pride in knowing I stock every carpet and every color, while my competition has to order each job piecemeal. And 99.9% of the time it is delivered headache-free. WE DO INSTALL NEXT-DAY AS WE PROMISE, and the same for window treatments as we stock everything in-house. Sometimes the lines of communication are broken, and unfortunately it's part of running such a big ship that's growing by leaps and bounds. I'm certain that these two customers received their refunds in the end. On many occasions, Empire has gone to bat for our customers more than they had to simply to make them smile in the end. If you need flooring, or window treatments at a great price without headaches, WE ARE THE COMPANY TO CALL. Thank You,
Another
Danvers,#3Consumer Comment
Wed, January 05, 2005
They suck. Period. Ordered 5 cellar windows on Nov 4, 2004. It is now Jan 5 2005. They advertise one week from buy to install lead time. I was told it would be 3 weeks because mine were custom fit. OK fine. 18 days later the field inspector showed up after numerous attempts by me to get the 2nd fittings done. After 3 weeks I called them 4 times to find out when they would be out here to install. My windows were still not ready. The install manager, a Mr. Tony Ward has never called me, even after numerous requests. Well when the windows came in and the sub-contractor showed up, They were the wrong size. The sub contractor called the salesman, Kevin, to straighten this out. Kevin acted like a jerk to him. As of last thursday I was due a call. Never happened. I called. The windows should have been in tuesday. That was yesterday. This is a lousy company. STAY AWAY FROM EMPIRE TODAY!!!!!!