Complaint Review: EmpireToday - Nationwide

26I was ready to purchase.

On or about Saturday, March 12, 2016, I was expecting a consultation with Empire Today representative between the hours of 11:00 a.m. and 1:00 p.m.  That consultation did not occur; instead I received a call from Empire stating that their representative would not be able to keep the appointment and rescheduled the appointment with a $100 credit if there is a purchase.  The second consultation was scheduled for 3/25/16 between the same hours above, and that appointment did occur with a purchase and expectation of the next-day installation as advertised on the EmpireToday website and on TV.

The bait and switch: 

I gave the required 10% down of the total payment for the next-day installation.  We met at my home on Friday, 3/25 at 10:40 a.m. thereabout.  We completed the appointment with the flooring product selected, appointment scheduled for the next-day installation and the 10% down payment prior to 12N that day.  We were told to prepare the 4 rooms for installation that Saturday, 3/25.  We did!  We were also told we would receive a call early the morning of the installation confirming the installation by 10:00 a.m.  That did not occur.  I then called the sales rep and he contacted Empire and someone from Empire called me (named "Joe", I believe).  This person was a dispatcher and called me around 11:15 a.m. on Saturday.

"Joe," the dispatcher called to inform us that they had no one that could come out to our house and that they would have to reschedule.  This was extremely disturbing for me as it was imperative to have the installation done that day.  I insisted that they try to get someone out to the house.  Ater several calls to and from my home, "Joe" called and said a crew would be coming out to the house by 3:00 p.m. and would come back in the morning (Sunday) if the job was not completed.  We agreed.  Around 2:30 p.m. approximately, Joe called to say the flooring product ordered never made the truck and they would not be able to come out to our home.  The appointment was rescheduled for the following weekend, April 2, 2016.

No intention to perform on the contract:

At this time, I am not feeling confident about Empire and decided to confirm the Saturday 4/2 appointment after perusing the contract. I noted that the $100 off for their cancellation of the consultative appointment was not showing on the contract.  I then called the customer service number and reached a "manager" named Jasmine; a very nasty person.

I began telling Jasmine that I wasn't feeling very confident about Empire and confirmed the appointment for 4/2, which she confirmed, and related the above experience to her and that the credit of $100 was not applied to the total cost in the contract.  She did as "Joe" did multiple times said "I'm sorry" about your experience but I could offer you $61 off of your entire bill.  I inquired about the $100 credit and she said they do not show that on the contract when it is written up.  Now, I'm really suspicious!  She then advised me to contact the local store about the $100 credit, but that her offer of $61 is off the table if I contact the local store.  I'M REALLY SUSPICIOUS NOW.  I asked her to reiterate that the local store is allowed to give discounts.  She REFUSED to respond to the question, stating that this was my request.  So, I tried another approach and asked kif you are taking your offer "off the table" is it because I am contacting the local store.  She REFUSED to answer and again responded that it was my request.  She raised her voice over mine but would not answer the question.   

On 3/31 we called Empire customer service and confirmed the appointment was scheduled for 4/2 installation.  The customer representative (a male), confirmed the appointment and that he would have the local store call me the next day with the installation time.  He also confirmed the conversation I had with Jasmine a day earlier and that she is indeed a manager after I requested to speak to one when speaking to her.  He reaffirmed the appointment was scheduled for 4/2.  On 4/2, we prepared the four rooms for installation.  Empire did not call nor did they show up!  My husband then called Empire and placed on hold for 45 minutes and finally canceled the whole project demanding our deposit to be returned.  He got a female customer service agent and she expressed how "sorry" she was and that the credit will be in my account within 24 hours as it was done with a credit card/debit card.  The funds have not been returned to my account.

I've had flooring installed from Empire before in May 2014 and they did an outstanding job.  I was very happy to give them a high rating and to refer others to them.  Not anymore!  This experience is unacceptable and should shame them.