JCPenney Complaint - Worst Customer Service Ever!
I bought two leather rocker recliners from the JCPenney Home Store in West Des Moines, Iowa. I asked specifically about the durability of the furniture, as I was not familiar with the manufacturer. The salesman assured my wife and I of the quality. We bought them, along with the extended service plan, to fix any problems that my happen in the future.
Less than 8 months later, we noticed all four arms were coming apart at the seams. After placing a call to the service, they sent a tech out to look, who informed us that specific problem was not covered under our warranty, and was unrepairable.
After numerous calls to JCPenny customer service, and one argument with a manager, who told me that it was normal wear and tear that furniture does that (I'm sorry, but normal wear and tear is does not mean furniture starts to fall apart before it is even 8 months old!) they finally agreed to send another tech out to look.
The second tech took one look and told us it was definitely a manufacturer defect and should be fixed or replaced, and he would turn in the report to JCPenney right away.
Over the next two weeks I called practically everyday to JCPenney customer service, asking on the status of the report. Every time I called, the person on the other line told me they hadn't received any report from the tech. Each time I asked to talk to a supervisor, I was put on hold for 5 - 7 minutes, only to be told the supervisor was in a meeting or couldn't talk, but would call me back in 24 hours. I never received a call back.
Finally, I called Furniture Pro Solutions, the company JCPenney uses for their techs, who told me they e-mailed the report, along with photos "some time ago".
Calling once more to the JCPenney customer service line, I was told, yet again, they didn't have a report filed. I continued to tell them that I spoke with the tech, who told me they sent the report in some time ago.
After a short pause, the customer service representative told me they would check into it, and someone would get back to me soon. I asked again to speak to a supervisor, and after waiting on hold for 5 minutes or so, was told ALL the supervisors were in a meeting, and NOT ONE of them could speak to me right now. So much for the customer comes first!
As of this posting, the issue is still ongoing. I have not heard anything back from JCPenney.
I will never buy anything from JCPenney again, and I hope that after reading this experience, you will think twice about purchasing from this company as well.