J.C. Penney Company, Inc. Complaint - JC Penney should take itself out of the furniture business
CALIFORNIA -- On August 8, 2010, my husband and I went to JC Penney to look for a recliner. We found one we liked, and bought it. The salesman was very friendly. Then the nightmare began. It was delivered on time, but we thought it was the wrong chair - it was incredibly uncomfortable, unlike the one in the store, and the footrest wouldn't function properly. Also, the manufacturer on the tag was not the same as the chair on the floor. I called customer service and they said we could do a "reselect", meaning exchange the chair for the correct one. I contacted the manufacturer from the tag on the chair we received and discovered the company was being liquidated. I went back to the store to find out if we got the chair we ordered. It looked the same, but when I told the salesmen (a different person) about this not being the same manufacturer, he said it probably was, as companies make furniture for Penney's, and then Penney's gives it a different name. He said that since this particular manufacturer was going out of business, it's possible that another company or companies are making the chair now, and it may not be exactly the same - different materials, slightly different pattern. (We were not told any of this at the time of purchase) I told him how unhappy we are with the chair, and he said we could exchange it. I told him there really wasn't anything else we liked. Then he said "Penney's wants is customers to be satisfied, so if you want to just return it, you can." We thought about it, and decided that's what we wanted to do. When I called customer service, they said "all sales are final". I explained that was not what we were told. After some argument, we were told we could exchange the chair but not return it. I told the customer service representative what the salesmen said about returning. She called him directly and he denied that. (CYA) I called him and he said "I never said that. I told you to call customer service." When I called him on his lie, he said "That's your opinion." So now we are either stuck with one crappy chair or another. I'm contacting the corporate office and we will never shop Penney's again for anything. I've had a credit card there for over 20 years and am canceling it. They should be ashamed of themselves.