Complaint / review text:
I purchased a chair from J. C. Penney in March. It was a special order, so I had to pay for it before it would be built or delivered. It was delivered to me as promised, but after using the chair for just a couple months, from March until June, the cushion started sagging to one side, and was bad enough that it started to bother my back. I called their customer service and was treated very rudely. After several calls and escalations, I finally got a service call scheduled. After waiting 4 weeks for the service call, the "technician" showed up, took pictures of the chair, and left. My complaint was that the chair cushion sagged, but he did not a sit in the chair or ask me any questions about the chair. I was told that the technician would repair the chair when he came, so when he just took pictures I thought he would go back to the store and let them know that it needed to be brought in. He told me I'd hear in 7-10 business days.
After 2 weeks I called, and was told that nothing would be done with my chair, because the "technician" found nothing wrong with the chair. After trying to talk with someone who cared, I finally got the phone number for corporate complaints, and registered my concerns with them. I told them if they can't fix the chair, that I would return it. My return call from corporate complaints was a voicemail advising me that if I return the chair I will get less than 1/2 my investment back. They will not repair the chair because the "technician's" report says that it is normal for some sagging on the handle side of the seat.
I can understand that it would be normal after years, but if after sitting in the chair for about 3 months it sags, there is something wrong with the build of the chair. Oh, and I don't sit in it all day. I work and watch TV in the evening for a couple hours, and that's when I sit in the chair. So there are maybe a couple hundred hours in the chair. So my warning is that J. C. Penney does not stand behind their furniture products. I have experienced nothing but frustration and perhaps the worst customer service in history. I am left with a chair I don't want to use because it is very hard on my back with the sagging side.