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Express Flooring Support Ticket - Awful customer service

Express Flooring Support Ticket

Awful customer service

Created By: KATIEM's Picture KATIEM Last Reply: KATIEM's Picture KATIEM
Priority Level: [High] Status: [Open]
Created: 9 years ago Last Updated: 9 years ago
Department: N/A Replies: 0

To whom it may concern, Express flooring was my first choice for getting new carpet. And when I filled out the free estimate form online I was pleased to get such a fast response from Heather Emerson (Phoenix, AZ) But after being put on hold immediately and then somehow I was transfered to another employee, Cassandra.
I was incredibly upset with how i was treated and how she wasn't listening to my requests what so ever. and when she went to scold one of her employees about how I was transfered to her ... she didn't even bother to place me on hold. I found her so unprofessional, I told her I would rather go through another company now. Shortly after hanging up the phone i received an email from Heather Emerson, I assumed and was hoping it as an apology, but it was actually an email Heather Emerson had sent out to her department and accidentaly sent to me...this is the email i received:

Website Feedback Form: Website Lead ( Page)

Reply: Heather Emerson to me
show details 4:28 PM (34 minutes ago)
Was on the phone, put call on hold because other lines where ringing, Cassandra pick up the call when it rang back. We both think it was a kid because she sounded like she was 7 years old & she gave us different answers.
Heather M. Emerson Customer Services
Express Home Services
4110 W. Washington St. Suite #100
Phoenix, AZ 85009
Phone: (602) 864-3300 Ext 3018
(800) 700-9126
Fax (602) 864-1033

I am amazed at how careless, rude and unprofessional these employees were all because of my voice... I am VERY upset. My voice is something I can't change... I hope they don't treat everyone they speak to like this.
I hope to hear from you soon. Thank you.


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