KNOXVILLE, TENNESSEE -- I have always enjoyed the services of JC Pennys from getting my hair done monthly (130.00) to the wide variety of excellent merchandise. I cannot begin to tell how disappointed I have just been.
I purchased a sofa from JC Pennys after getting my hair done. I got a "specialty" color and was told it would take 4 to 6 weeks before it would be delivered. That was fine with me. I received my receipt and patiently awaited a sofa that was so very badly needed (mine is stuffed with at least 15 old blankets and comforters because the springs are completely busted).
Upon purchasing this sofa, I told the sales representative that I needed my old sofa pushed out to my garage (approximately 15 feet to push it out the door). I was told that would not be a problem. In addition I was interested in a recliner. The sales representative told me to call and order it when I could (provided it was before the delivery of the sofa was scheduled) and they would include it on the order. I took her for her word. Two weeks later I called and the sales representative in which I initially did business and she was not in. Unfortunately my time is much compromised (80 to 90 hour workweeks) so I asked for someone that could help me with purchasing the recliner so I did not miss the delivery window. The person I spoke to told me that would not be a problem, she took down my credit card information, and I thought the deal was sealed. About two weeks later, I received a call about the delivery of the sofa. I asked about the recliner that was supposed to go with it and guess what? It was not listed; in fact, it was not even ordered. Needless to say that left me quite worried as to where my credit card information went especially since the order was not placed. That initiated a mad scramble to talk to the sales rep, which I did. They were not able to locate who took down the information and more importantly, what they did with it but they were extremely helpful in placing the order for the recliner and making up the difference. At that point I was extremely pleased, at least until the couch was "delivered". Saturday 2/5/11 after receiving a call at work that the four-hour time frame for delivery was in effect and asking if I would be at home to receive delivery I hurried as much as I could and made it home. After being at home for 2 hours, I received a call that the delivery persons were finishing a delivery and would be at my house in 30 minutes. Bear in mind I have not had any sleep in 36 hours. An hour and a half later, they come in and I tell them about my old sofa. They told me they would not do that. They will assemble products causing them to be quite late for other appointments but they will not push a couch 15 feet out of a door. Then they start the issue that the couch would not fit through my living room door and that they would not take the door off the hinges because if something happened they would be liable. Well I was willing to take the door off the hinges, after all, all one needs to do is pound the pin out of the brackets then pound it back. I have done it before – NOT HARD and not a liable issue (no court would award a thing because the value is so low – for a hollow core door). The main issue and the stopping point for receiving the sofa was the removal of the other couch. Both simply would not fit. After they called JC Penny's delivery line, I spoke to the individual that would be cancelling the order. At that point, she told me that it was in the paperwork that the delivery personnel did not move furniture and that I was responsible for a 30% handling fee upon sending the sofa back. I was to pay 30% for being misled and according to that representative (unfortunately I was too upset to get her name) I was to pay because I did not read the fine print. I do need to say at this point that the delivery persons stated at least four times that Penny's sales reps needed to quit promising things that could not be delivered just so they could make a sale. That statement tells me one of two things; either they were trying to cover their butts because they were exploiting a gray area (this seems quite likely as they kept stressing the couch would not fit through the door trying to leave out the mention that I would take it off the hinges) or that this is a commonplace occurrence with J C Penny's. After I canceled the order and got off the phone I signed the paper the delivery persons handed to me then I told them to stop right there and give me the paper. I looked over the paperwork from J C Penny's and there was no mention of not moving furniture. There was mention of measuring to make sure the furniture would fit but as I said with the door off the hinges the sofa would fit, hell it would have fit through the sliding glass door for that matter. That tells me that they were trying to deny delivery based on pushing a sofa 15 feet. What the paper work did say was clear the area. Well how broad of a term is that? I did clear an area for them to walk through to deliver the sofa but apparently J C Penny's is trying to use that catch 22 as the extreme in that the sofa should have been removed as well. Well here it is PUT IN YOUR LITERATURE THAT YOU DO NOT MOVE FURNATURE! Exactly like that, no frills no loopholes and a perfect understanding between the customer and JC Penny's. Now I did call back and talk to another representative who did broach that exact argument which is frankly the same sort of argument that the stereotypical crooked type of sleazy used car salesman would use. In addition she flat out told me she could not give out the name of any of her supervisors so I could notify them of this issue. That is the action or non-action of a company that makes customer dissatisfaction a commonplace occurrence. It is also the action of a company that has no interest in improvement of any of their services. One must also wonder of the actions of the representative – was her statement true or was she covering her actions?
My response is simply this: JC Penny's would rather hold it incumbent upon their customers to bear the brunt of financial burden and personal sacrifice of time and disappointment due to a vague statement that creates a loophole large enough for an elephant to jump through and support the noncompliant nature of a delivery agency rather than to take it upon themselves and fix the issue and make it so that it would not happen again. When purchasing a car, a home, or an item funded by a loan I expect to read fine print and look for possible loopholes NOT when purchasing a sofa from my own funds. Am I to assume that anything purchased at Penny's requires a litigious approach because that is certainly what has happened in this case, in fact regarding this case one would need an attorney and a judge just to determine what "clear the area" entails.
Here it is concisely. I am having the sofa redelivered because I cannot afford to be extorted for 30%. I am going to bear the disappointment of not receiving a much needed and desired sofa when expected and sacrifice my personal time of which I have so very little to satisfy a company who simply doesn't give a damn about its customers. I honestly thought they did especially after the first issue was handled so eloquently. Now I know different. Now I know that the only thing I can expect from Penny's is that if they break it I buy it. I also know that the $130 per month I was spending to get my hair done will no longer be spent at JC Penny's. I also know that I have never run into a situation that a company has the mantra the customer is to be extorted and screwed. They may not say it but their actions certainly do.