emmieragroup.com

Disappointed with the service and lack of support

I arranged for a service to remove and reassemble the headrest on a sofa that couldn't fit through the door during my move, and I paid in advance. Since the service didn’t include help with bringing the sofa back inside, I had to hire additional help from a location 30 minutes away. I was given a time window from 08:00 to 13:00. However, at 08:53 on the scheduled day, I received a message stating that the technician was injured and would not be coming. I requested a discount due to the lack of service, no prior notice, and the expense I incurred for hiring labor, which I will have to do again. This situation was not caused by me. They offered a follow-up date of January 16th, which is 30 days later! In case of any cancellation, they mentioned I might be considered for an earlier date. When I explained my situation to their support team, I was told, "we have done everything we can do." No, they should acknowledge the inconvenience caused to the customer, accept that I am out of pocket, and provide some form of compensation for the compromised service. While I hope the reason for the technician's absence is genuine, it doesn't change my situation. My request for a discount was dismissed, so I decided to share my experience through a review. This approach to customer service during a failure to deliver is completely disrespectful. Their issue has now become mine. The unavailability of their technician and the reason for the delay are irrelevant. If customer service is genuinely valued, and the reason for the postponement is not due to customer negligence, some form of compensation should be offered instead of being coldly rejected. Consider whether you find their response acceptable, if you will feel valued as a customer, and ultimately if you wish to use their services.

Date of experience: Dec 17, 2025