J.C. Penney Company, Inc. Complaint - Drapery Disaster
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 transfered 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.