Empire Today Flooring Support Ticket - North Haven, Connecticut

Deceptive Pricing - carpeting

Created By: spencer123's Picture spencer123 Last Reply: spencer123's Picture spencer123
Priority Level: [Emergency] Status: [Open]
Created: 6 years ago Last Updated: 6 years ago
Department: N/A Replies: 0
Product: carpeting

The first day Empire Today representative came to my home, he was an hour late.
He brought the carpets into my home and laid them into 4 columns of “ok”, “good”, “better” & “best”. In the “ok” column, he mentioned that the carpets with 10 & 15 year warranties were not as good quality. So, those were the first ones I eliminated.

As I narrowed my decision to 2 style carpets that both had 20 year warranties for wear, he started mentioning that he had to go and I needed to make a decision. He priced 1 and when I asked him to price the other style carpet, he said the price was similar, they were just off by a few cents and he would do the same deal, "just decide". My dilemma was between the thickness I really liked and the better warranty. He suggested the “better warranty” was “better deal”. Due to being rushed, I decided to go with the “better warranty” but was frustrated because deep down I liked the other 1 better.
As I started to write down some of the attributes of the “better warranty” carpet, he told me I was writing “too slow, that he could write faster”. He proceeded to stand over me as I wrote, making me very nervous and asking me to make a decision because he had to go. So I did.
Because I really did like the 20 year wear thicker carpet, I called customer service to cancel order of better warranty carpet & asked that he come back and bring with him the 2 style carpets I was most interested in. He then leaves me a voicemail that he went to my house and left only the carpet style recommended and stated I could change the color. The issue was more the style, than the color. Again, I called to cancel & was told that he already called in and told them not to cancel, just re-schedule the install date to 11/26/11 (tomorrow). I said I was fine with that as long as he brought the other carpet I liked that was thicker with 20 year warranty so I can make my decision. Appointment was scheduled for today.

He comes today and is ½ hour late. When I go to greet him at his car, he tells me he’s on the phone. I go inside until he decides to come in. He tells me he’s not bringing all the carpets back into my home, I can come to his car and look at them there. I do. As soon as I see the carpet, I know it and when we look at the specs, it indeed was the only other 1 with 20 year wear warranty. At this point, he tells me that was not the carpet and that I was vascillating on a carpet that had 15 year wear, 10 year texture and lifetime stain & soil. Remember, those were the first ones I eliminated on the very first day.
Your representative actually proceeded to tell me that the carpet he would now be “willing” to give me for the same price was the thinner, 15 year wear, 10 year texture, unlimited stain & soil. No doubt he is upset that I asked him to come back out. Remember again, he initially told me that the 10 & 15 year warranties were of lesser quality. Shouldn’t the price be lower than the original order with the 20 year “better warranty”? Not only that, he then tells me to have carpet I initially wanted would now cost me an additional $600. Imagine that! Last week, I could afford this carpet and this week I can’t. I asked him to step outside as I contemplate what he has told me. He does.
For your information - The main reason I am still going with your company is because I had already gotten your bank check last week.

This has not been a good experience so far! What has surprised me the most is that in your commercials your company looks so professional and honest. How I have been dealt with so far has not been professional or honest.

Spencer


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