J.C. Penney Company, Inc. Complaint - Replacement for faulty part Saga
Our Quality Message: To offer our customers trend right, quality merchandising at quality prices.
Our Quality Guarantee: “Always 1st Quality”
At JC Penny Quality is tradition.
Until last week as a loyal JC Penny customer who recommended your company to other consumers both in the US and abroad I would have agreed. But unfortunately, JC Penny’s quality took a decline for us this week.
In 2005 I personally contacted to your company about the wedding registry offered. I explained very clearly our situation. We were to be married in England, UK on the 2nd July 2005 and moving to Texas in 2006. Guests preferred to buy us presents rather than gift cards. We enquired with JC Penny if the website accommodated international purchases to be delivered to Texas. It did. I made further enquiries to you with regards to the fact that my elderly Mother –In – Law to be would be receiving the deliveries on our behalf as we were out of the country. She would be unable to check the items as they were oversized furniture and would therefore remain unopened until the purchase of our house in Texas. I stated that my concern of dealing with any faulty goods and was informed by a JC Penny Customer Care Representative, that as long as the goods were not damaged by ourselves or retuned for any other reason, should they be faulty, JC Penny would be happy to deal with any situation should it arise.
JC Penny has provided us with a dining set that it is perfect except for one component that is faulty. It is part of one of the chairs. It is cracked, my husband has not even attempted to assemble that chair. The three other chairs are perfect. The table is wonderful. We would just like to have the fourth chair in just as perfect condition.
The initial response from your company was a refusal to acknowledge the conversation in 2005. It then chose to hide behind its 7 day return policy. However with a little persistence this response was sent:
Thank you for contacting us regarding order number *****.
Due to the length of time that has passed since the order was received, we
will not be able to replace the chairs or offer credit for the chairs.
However, we may be able to offer a discount on the chairs if you were to
reorder them. Your other option would be returning the chairs to your local Catalog desk to see what they can offer you; we have located the invoice for this order if you need a copy to return the chairs to a Catalog desk. Please let us know what you would like to do. Thank you for shopping with JCPenney.
What JC Penney needs to do is acknowledge the fact that it sold faulty merchandise. That by offering a discount and using an option of the catalogue shop it is merely trying to rid itself of what it is regarding as a problem of little concern. We would like JC Penny to uphold the statement that it makes, of “quality being its tradition”. Furthermore, we would like the company to refresh its memory of the words spoken by its founder:
"When this business was founded, it sought to win public confidence through service, for it was my conviction then, as it is now, that nothing else than right service to the public results in mutual understanding and satisfaction between customer and merchant."
"So far as the Penney Company is concerned, our first consideration is due to our customers. For without their confidence, we should soon find ourselves playing a losing game."
The only resolution in this case is to:
(a) replace the whole chair, or
(b) replace the faulty piece.
Preferably, in a timely manner with as little fuss as possible. Thus restoring trust back to a loyal JC Penney customer and upholding its reputation and promise for quality and excellent customer service.