J.C. Penney Company, Inc. Custom Drapes

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Do not use Penny's for custom draperies
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NAPLES, FLORIDA -- I ordered custom draperies on 3/29/11. Cost was $5000. I was promised delivery in "6 weeks or less". After six weeks, I called and was told the material was defective and was being re- ordered. No one could tell me when I could expect any answer. I have called the corporate office many times since then and the only person you can talk to is a clerk who has no authority. It has now been almost 12 weeks and they stll do not know when I can expect these drapes. Their customer service is horrible. All they keep saying is they are doing their best,. This is their workroom and they don't even have a name to call for someone in charge. I canceled the order today. In my over 40 years of business, I have never encountered such poor customer service. I have been lied to repeatedly and am now terrified that any problem I may have with the drapes will not be addressed. I would NEVER
use Penny's again. It is no wonderbtheir stock is down 40%+.
     
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Alain on 06/12/2011:
Lack of customer service lost them an order and future business. Be sure to make a final call to their corporate office to let them know they blew it.
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I cannot recommend their 'Custom Draperies'
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J C Penny used to make very good custom and non-custom drapes. They would come to your house do all the measurements, then come back and install the hardware and drapes.

I had them come out and do this, although it had been 15-18 years since I dealt with the service. It came out to be roughly $1,500 per drapes/Window for a large picture window (size of wall) and a drapes for the sliding glass door.

If you tripped on the sum, yes, $1,500 per 'window' so I paid roughly $3000 to cover the sliding glass door and the picture window. Now I get the custom made pleaded drapes with a sliding mechanical pulley on a 'mechanical' rod. They actually consisted of heavy drapes over shears. You can pull the drapes open to expose the shears or close both to both all light (always like this...expensive hotel usually have them this way).

Anyway, I had JC Penny, Costco and Empire come out for quotes and JC Penny seemed to have a better selection of fabric. I went with J C Penny.

After waiting 2 month for the 'custom' drapes I called and they said that these were being specially made in CHINA!!! And I had to wait another month beyond the two!

So if you get custom drapes figure in about 2-3 months for them to be made in CHINA.

The guy that installed them was very nice and attentive. He spent HOURS with a steam iron getting them right. I was a bit disturbed that the curtain rods were cheap thin metal that expanded to the size you wanted (remember I paid $1,500 per window). As you pull on the pulley to open or close the drapes the rings will get caught on the 'seam' of the expandable curtain rod.

I called about the sticking on the drapes and the 'manager' I talked to said that was normal. I said the old drapes had not done this and he said it was ALL DIFFERENT NOW (with "China and all").

ALSO, I see why the installer spent so much time pressing the drapes. Each one is made of about 3- 4 'panels' that are cheaply sew together and they are kind of puckered. The drapes don't sit at all pleated after about a month. Now, they 'bow' out at every seam of each panel. Now, remember I paid over 3 THOUSAND dollars for TWO Window TREATMENTS!

I'm sure you can guess what the manager said when I complaint about the panels not staying with the pleats.

Just a thought, consider some other vendors. Perhaps this is a new era when you spend three thousand dollar and you get average drapes that pucker. I'm not sold on everything being made outside the country and people just telling me this is the new "normal" for quality.
     
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dan gordon on 12/05/2010:
not to be too criical but there is no such thing as 'drapes'. There are draperies but drapes is a verb not a noun. I was in custom draperies for 12 yrs. It is a dying art. JC Pennys yrs ago went to Carole Fabrics for most of their work. They have workrooms in this county. Don't know what you ordered or what you got but it sounded like 'semi' custom. Without knowing the 'fullness' you ordered it would depend a lot of well the fabric draped without puckering. Costco also used a vendor who sometimes does semi custom type work. Next time use a workroom and order fabric from them. The price per windown is irrelevant without knowing the cost of the fabric, the fullness etc etc. Your issue is more of an issue of not being informed vs a rant about JCP.
Ann on 05/29/2013:
I had my living room drapes custom made by JC Penney and they are perfect. Everyone is impressed the minute they walk in.
Jane Peterson on 12/08/2013:
Just thought I would ad my two cents:). I moved into a new home 3 months ago and was looking for custom drapes like I had in my old home but after having some really crazy quotes (over $20,000 for 11 windows) for what I wanted I ended up looking online and went with regaldrapes.com and I am still smiling, got all my windows done in handmade dupioni silk for $5128 and I got in a couple of weeks (my husband hung it up because our local drapery store wanted $440 to install it). Amazing quality and workmanship... really WOW. I am telling everyone I know about my find. So happy.
Chris on 05/07/2014:
Most of the larger "big-box" Retailers are having their custom drapes made in China now. Unfortunately it is very difficult to compete with over-seas labor production costs. At www.DrapeStyle.com we have been resiting the trend to send our manufacturing to Asia or Mexico and we are still making our custom silk drapes and linen drapes right here in California.

Thanks for supporting our American Manufacturers who are Employing American Workers!
LOIS WOODALL on 06/16/2014:
JC Penney's Custom Drapes in Myrtle Beach SC bordering on unethical. The decorator came out and measured and priced one window for cotton drapes with a 40% discount. Still $1220.00. She said call her by Friday if we wanted to move forward and get the sale price. We did. She came back out and apologized that she was wrong, but the store would not let her honor the sale price. There was a new sale which gave us the same price but we had to get grommets. We agreed and signed the paperwork and gave a 25% deposit. Less than a week later she calls back to say she did not read a memo telling her the curtain prices had gone up and we needed to spend $300.00 more. When we asked her to honor the price she now had misquoted twice and I'm sure would have taken our deposit if we had changed our mind, we were informed that the small print says the price can change even after the deal has been agreed upon. Sure enough, read the small print. What they do is quote a sale price, wait a day or two to place the order and then tell you the price went up. More commission for them. Totally dishonest! They call it a computer audit that gives the real price.
d on 10/08/2014:
I had JCP come out to my home for window treatments. HONEY PLEASE. She told me they had a sale. I have 3 windows, using my own sheers and she quoted me $3000!!! WHAT, FOR JCP. I had a private interior design company come for $1500. Both places the fabric was $24 yd. disgusted as I felt ripped off by any and all, I left it alone.
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Drapery Disaster
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BREA, CALIFORNIA -- We needed new drapes and thought we were lucky when we noticed that JC Penney was having a sale. Our problems began when we first walked into the store. We were told the drapery expert when home sick and no one else in the store knew how to work the system. They tried for 30 minutes, but couldn't even give us a simple price quote. We left.

We returned the following day, only to learn that the drapery expert was quitting and this was her last day. She helps us picked out curtains for our house, but the ones we liked were not in stock and needed to be ordered from the catalog.

Since she was leaving, and the rest of the store was incompetent, I held off. Good thing too. We went to the jcp.com website and found the same curtains at 30% less than the store price. We ordered the curtains online.

At the time, there was a promotion going on with no interest for 12 months for all orders over $500. We were ordering over $1500 worth of draperies, so this was important to us. We called JC Penneys to make sure we could get this deal if were ordered from the web.

We were told by the person on the phone that the no interest deal was their "Major Purchase" program and it automatically applied to all orders over $500. We went ahead and placed the order.

As luck would have it, 1/3 of our order was in stock and the rest back ordered. The 1/3rd that was in stock shipped right away, went onto my new JC Penneys card, with the correct no-interest promotion. Of course, most of the curtain rods we ordered were back ordered, so our curtains sat for 3 weeks waiting for the rods to arrive.

As the rods arrived, we noticed that when each part of the order shipped, our credit card would be charged for that part. The problem was that the no-interest deal was not applied to this pieces.

I called up the JC Penneys credit card people to ask about this, and they told me it was a catalog issue. I spoke with the catalog people and they said it was a credit issues and transferred me back to the credit card people. This same sequence happened virtually every time I called JC Penneys.

I finally spoke to a nice person in the credit card department who promised to take care of the problem for us. A few weeks later, we get our new statement and see the same problem.

Repeat the same sequence. Call, get shuffled around, someone promises to fix it, nothing happens.

My third call, I just ask to speak with a supervisor. The supervisor is extremely nice, and calls back when she says she will, but told us that the no-interest deal that applied to our first charge never really existed, and she can't figure out a way to make the rest order fall under this same program.

All in all, dealing with JC Penney's has been a disaster. The in-store people, the credit card people, the online people, and the catalog people all follow different rules and are all blaming each other for problems.

My suggestion, if you can't walk out of the store with your product, buy it from somewhere else.



     
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Anonymous on 03/19/2008:
It's really too bad that you received such hassles. Hopefully, your post will save others from having the same experience. I wish you luck and hope that you eventually get the price adjustment.
jktshff1 on 03/19/2008:
It's really refreshing to see a complaint so well written with no rant or blame or threat to sue or want damages.
Thank you for the great information. (VH)
K8top on 03/20/2008:
I had Drapes custom made for my living room at a cost of almost $1800. The Drapes are beautiful; however, when they came to install on 9/27/07 the main rod was damaged. The installer left and had a replacement ordered. When the replacement came it was also damaged. So again a new rod was ordered. The replacement finally came in and was installed. Unfortunately, the drapes on the traverse rod stopped gliding smoothly within 30 days and they had to order a new rod again on 12/10/2008. When the replacement came in late January 2008 it was for the smaller window. So they replaced again and again when it came in it was damaged. A replacement was to be rushed ordered and delivered on 3/15/08, but now they have not been able to find the order. I am going to be making a complaint to the Kansas Better Business Bureau but I do not see what other recourse I have for this issue. Like the other people who have made comments, I also had to continually follow up with my Decorator to get information. I would have liked a call even if there was no information, at least I would know that it was something being looked at and reviewed. No communication looks/sounds like in-action!!
forcomplaintsonly on 03/21/2008:
One thing to remember when placing orders when there is a special, is to mark the order, as ship whole order together, after all if you don't have it all, you can't complete the project anyway. I know a lot of companies will ship it in sections, that way it falls under their guidelines, therefore they do not have to offer you the free interest. There is no way to prove it, but I know it goes on.
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Custom Drapes
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I was told this is the LAST day of their 65% off for custom drapes. I went ahead ordered..they had same sale 2 weeks later. They SUPER inflate their prices then act like they are giving you a deal. I paid 1,000 dollars for 4 - 24 inch panels !! I found wonderful drapes elsewhere for a fraction of the cost. Lowe's even had some and I found some for 120.00. But no returns no cancellations allowed from JCPennys. The women helping me assured me that the 24" panels would be FINE on my 96" windows.

I wanted them mostly for decor but it is just not enough fabric to even look good for decor. They have terrible customer service and way over inflate the prices...

Do NOT shop here...
     
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saj80 on 03/02/2011:
As I have said before, the time to price shop is prior to purchase, not after. That being said, I agree that JCP's sales are meaningless; the same items are always "on sale" at our local store.
trmn8r on 03/02/2011:
There are a few things going on here. One item is what is the meaning of "sale". Ever since I was a kid (like 100 years ago), sales at department stores were to be eyed suspiciously. I remember Macys in particular it seemed like a sale price was a regular price elsewhere.

This person who told you the panels would look fine should have kept her mouth shut and let you decide, IMO. It was also your choice to go ahead and pay whatever price you agreed to.
momsey on 03/02/2011:
It's that way with a lot of stores. It's like Macy's and their "One Day Sale" which happens to run almost weekly, it seems. It's a way to get customers in the door and it works. It's really up to the consumer to do their homework and be happy with the price, not just the idea of a sale.
Anonymous on 03/02/2011:
Mervyns used to have 'One Day Sales' every Wednesday. Most of the items were already on sale for the whole week.
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Terrible Product And Customer Service
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STRONGSVILLE, OHIO -- I wanted to get a cornice box for my kitchen, so I contacted JCP Custom Decorating at Southpark Mall. A Consultant came out the following week and was able to help me pick out a style of cornice box and fabric that I liked. Since that went well, I decided to look into drapes for my Great Room. I found a fabric that I really liked and the consultant really pumped me up about how great the drapes would look in there. I placed the order on January 4, 2008 and my total order was just over $2000. I was told that it would take 6-8 weeks for my order to come in. After not hearing from JCP for over 8 weeks, I contacted them.

Coincidentally, all of the sudden my order came in (yeah right). They came out the following week for the install. The cornice box was out up with no problems. Next was the drapes.. When the installers took the rod out of the box, they realized that it was the wrong color and that it was not cut in half (as written on the purchase order). I was told that it would take 7-10 days to get a new rod. I contacted my consultant to complain and they were able to get a new rod to my home the following day. As the installers were attempting to put up the drapes the following day, I overheard them whispering. Finally they told me that the drapes were not sewn properly and they were not hanging like they were supposed to.

They took the drapes with them to show the plant. I received a call from my consultant 3 days later and she said that they were ordering new drapes. She said that they would try to rush them for me. Approx. 4 weeks later (after I called my consultant), I was told that the new fabric they ordered had something wrong with the dye lot and that they had to order new fabric again..... Long story short, it is July 2 and I still do not have my drapes. Over 7 months for a pair of drapes is ridiculous! I will NEVER order from them again. I have been unable to find a number to contact someone to complain to at corporate but am still trying!
     
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Anonymous on 07/03/2008:
Holy smokes, that is a long time to wait for drapes! Have they offered you any type of discount or an upgrade, anything at all?
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