REENA RAVARA

Review of Empire Today, LLC

POOR CUSTOMER SERVICE

POOR CUSTOMER SERVICE

I never write a review, but this experience was so terrible that I have to let other people know what they are getting into before choosing Empire over another competitor.

First day of installation I get an 8am call informing me the installers would arrive between 9am-11am. 11:30am comes around NO SHOW NO CALL (Must be how they allow their employees to operate) I take it upon myself to call and apparently the installers got held back at another job (ok understandable) however now the next time the installer can come is between 3pm-6pm (ok that s fine I ll go do my errands) at 2pm I receive a random call from the installer stating they re outside my door (no courtesy call stating they re 20 minutes away) well I was 20 minutes away from my home and do you think they gave me a courtesy to wait, NO. Instead, installer informed me they would be back around their scheduled time between 3pm-6pm. I call around 3:30pm to make sure they re still scheduled to come and customer service informs me my home is still on the schedule and they should be there within the time frame given (by the way they could not get a hold of the installer). Well, to no surprise, come 6:30pm, NO CALL NO SHOW AGAIN. So I take my time out to call and see what happened and of course no one can get a hold of the installer. So now I have to reschedule my installation and take another day off of work.

Second attempt of installation, I get an 8am call informing me the installers would arrive between 12pm-3pm. By no surprise I get a call from the installer around a little pass 10am stating they re 20 minutes out (thankfully I cleared my day to be home) 10am versus 12pm-3pm are two different time frames! Of course the moment the installers came and walked into my home for one minute and looked at where they needed to do the carpet installation came right back up and said they cant do the job. EXCUSE ME, CANT DO THE JOB?!?!? Apparently the estimator left an important note about my floor having tile and they didn t have the appropriate tools (let me just say the installer looked excited to not have to do work today) so I had to go out of my way to call customer service to explain my issues I ve been having and that I could not afford another day off of work for them to do their job they should ve done the first time). After talking to several customer service agents and each agents just throwing $50 off for inconvenience, over a $1000+, it s like a slap in the face. I asked to speak to management, and of course by no surprise management was unable and only can be reached within the next 24-48hours. WOW! There were many more issues I encountered; this is just the tip of the iceberg.

EMPIRE claims to be servicing s over 2million satisfied customers in the last 40 years, however, I don t know if it s the Chicago land employees or their overall Service is HORRENDOUS; I would never again be serviced by Empire and nor would I recommend them to family, friends or strangers. I would recommend going to another retailer; maybe LUNA has better customer service and professionalism.