Empire Fulfillment

2 Reviews | Write a Review

5 stars		(0)
4 stars		(0)
3 stars		(0)
2 stars		(0)
1 stars		(2)

Category: Electronics

Contact Information
Iowa, United States

Empire Fulfillment Reviews

coffeeman July 21, 2011

Terrible Customer service

I purchased a new Rancililo Silvia V3 espresso machine through Modern Coffee Designs (MCD) toward the end of April 2011. I receievd the machine in early May and started having problems with the machine leaking water almost immediately. Within a few days the supply line hose into the boiler broke, and the machine sprayed water everywhere.

I called MCD and they referred me to Empire Fulfillment to have my machine repaired. I shipped my machine to Empire Fulfillment, which cost $30 in shipping that I personally had to pay, they fixed the problem (supposedly), which was covered under warranty, and then they shipped the machine back to me, which of course I again had to pay the shipping.

The next day after I received the machine, I flushed the machine and noticed that the 3-way soloenoid valve wasn't working like it used to. I also noticed that the pump was significantly louder than usual, but I remained optimistic as I prepared my first shot. As soon as I pulled my first shot, water started pouring all over the place again, this time from a different location, but again it was leaking, and going all over the floor.

I called MCD back hoping that they would replace the machine but they refered me back to Empire. After waiting about 3 hours, I finally got a hold of the "floor manager" who was completely unsympathetic with my problems, argued with me about the fact that the 3 way solenoid valve wasnt working, and was really only interested in reciting Empire's company policies and procedures to me, rather than help me.

Its bad enough that I've had a terrible experience with a supposedly high quality machine, but its insult to injury when I've spent $650 (plus $60 in shipping for warranty repairs) on a machine thats had nothing but problems, and Empire has no interest in being flexible and working wtih me to solve my problem.

Summary: Empire Fulfillment has very bad customer service. Its unfortunate that Rancilio Silvia has chosen a company like Empire to be its face of the company in the U.S. Because of Empire, I will never buy a Rancilo product again.

RitF45 October 20, 2009

Bad service

I owned Camilla Java - a coffee house in Camilla GA - seen 2005. During that time we used only Saeco products which we had serviced by Cafe West. Cafe West offered great service! Then about a year ago we were notified that all of our business needs would need to be serviced by a company by the name of Empire Fulfillment. That is when the problems started. In May 2009 we sent 6 of our Saeco machines in for servicing and documented that our shipper delivered them in good condition. About 40 days later (when we did not hear form Empire) I call Empire to find out about the order status. It was then that I was told that the order was damaged (3 of the 6 units) during shipment and that I should contact my shipper for a claim. I did just that within 24 hours. In fact the shipper offered to send me the documentation (signed by an Empire representative) showing that the shipment had been received in good condition. On that same day I sent that document to Empire for their review in June 2009. I was helped by an associate by the name of Jeff and he indicated that he would give this information to his supervisor and get back to me. Mean while I sent payment into them for one of the undamaged units to be repaired, it was repair and then returned to me. As of this date I still have not received word about the status of the other 2 undamaged units..

Six months went by and then in September I called Jeff again to inquire of the status. He said that he had the documentation and that he would try to move the problem forward. It was then that I received a voice message from a representative by the name of Danielle who said that I would need to pay $215 for each of the damaged units. When I called her back - she confirmed the repair cost and said that I should contact the shipper (that is right - after 6 months she wanted me to recontacted the shipper!) she said that if I complained enough that the shipper would "cave in" and pay the damages.

That was when I realized the Empire Fulfillment had no plans on fulfilling their responsibility! I simply stated that I would present my complaints on the internet in order to prevent others from having to deal with such unprofessional behavior.

The very next day, I got a call from Gary Ruffle (Danielle's supervisor). Gary restated everything that Danielle stated and he offered to conference call with me to contact the shipper and plead our case.

I told him that at this late date I did not find that to be appropriate and that if he was going to remain with this unreasonable position that I would make my case on the internet.