Having discovered that my washing machine was beyond repair, I
ordered a new one from Empire direct.co.uk on 4th November.
My order was accepted, with a delivery date of 8th Nov. I was
later informed, by Empire, that the delivery date would be put
back due to some difficulty in locating the stock. Since that
time, we have had our delivery date put back twice more.
We have spent many hours on the phone (not least because of the
phone queue system which always takes a minimum of 20 minutes
to be answered) to both Empire and Endeavor (the delivery company)
to try and trace our machine, but have been given a different
story of the machines whereabouts by each operative, as we have
managed to get through to them.
Further to this, we have been promised by various operatives
that we will be phoned back with information, and, other than
Sue C., we have not received one call back. The worst example
of this was on my attempt to contact G in the sales dept. It was
5.55pm, and I was put on hold whilst being transferred. The operative
obviously decided that it was time to go home, and so left me
on hold, knowing that the closed message would kick in at 6pm,
should I hang up and try again. I would say that I was being paranoid,
were it not for the fact that one of the operatives checked the
phone to see if I was still holding, and without saying a word,
put me back on hold.
After nearly two weeks without my machine, I finally decided
to cancel the order. I was told that the order had been cancelled,
and that an E mail would follow to confirm. So far there is no
sight of the e mail, which means that we have been charged for
goods that have not been received.
I have found my whole experience with Empire the most frustrating
two weeks.The service has been slow, information inaccurate, responses
non existant, and level of customer contact lamentable.
You obviously have access to some extremely good products, but
your company systems leave a lot to be desired.
Roseanne Davies
Links to other Empire Direct Complaints: Link
1 (Resolved!)|Link2;
Link3;Link4
