Complaint / review text:
While waiting on hold for the 8th phone call to JC Penny in the last 3 months I was reading reviews. Seems like a common problem. No calls back, no record in computer, they say they are sending 'expedited emails' that go nowhere. I have been a loyal customer for 20 years. Wouldn't order from JCP again. This older review is basically the same thing I am going through.
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 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.