JCPenney's Complaint - Bad service
PLEASANT HILL, CALIFORNIA -- I ordered a full size mattress and a box spring from JCPenney's two weeks ago Monday, their first delivery date was Tuesday of the following week. They were supposed to call me the day before on Monday with the time frame. Of course, no one called. I called the customer service three times that Monday evening. The first lady didn't even bother to look into my order -- she just reassured me that I should give some more time until 8 P.M. and that I should get call. The last time I called representative looked at the order and informed me that there will be no delivery next day due some complications with the vendor and etc.
Well, I thought we waited long enough and on Tuesday I called them and cancelled my order and went to Mattress Discounters. Not only I ordered a mattress and a box spring, but they threw in a free frame and a headboard that was on clearance price, and also they gave a free delivery. On top of that everything was delivered the next day. All just a hundred dollars more than I paid at Penney's!
To add salt to the injury, I called Penney's this morning asking about the refund that is not showing on my statement. Remember, I cancelled the order a week ago. Well, the customer representative informed me that my order wasn't cancelled at all. The customer service doesn't actually process the cancellation, but the store does and for whatever reason it didn't process the return.
I work in retail and I undestand that things can go wrong, particularily with a lot of people involved in the operation. But the attitude of customer service reps was very disappointing. They absolutely DIDN'T care. Maybe JCP being a big company can afford this crappy service and get away with it, but in today's economy I think no one can.
This was my first and last time I shopped there for furniture. Actually, I don't shop there at all.