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.