Complaint / review text:
THE HISTORY OF HOW I OBTAINED A REFUND FROM JC PENNEY: Beginning in APRIL 2015, my mattress was found to be defective, and I was entitled to a replacement at no charge. Selection of a replacement was allowed in early MAY. The requirement, pay upfront $1,469.58 (charged to my JCP credit card) and within 5 days of JCP receiving my defective mattress I would be reimbursed. The defective and replacement exchange took place the last week of MAY. Early JUNE, there is no paperwork indicating JCP received the mattress. Since the mattress is not marked received, I cannot get a refund.
The last week in JUNE the defective mattress is found. A refund is credited on JUNE 24, but is not appearing in the JCP credit account. JUNE, JULY, AUGUST & SEPTEMBER, I have contacted store employees and phone representatives for the whereabouts of the refund. On JULY 27, I learned the refund was not credited to JCP, but deposited to a VISA account closed in 2012. Checking with VISA, they stated, no refund could have been received. The account was closed; therefore, it could not accept a refund. Regardless of the VISA evidence, JCP continues with their narrative, "VISA has the refund."
I contact the corporate office in early AUGUST, but can only reach the operator. I'm told to call the JCP Corporate Office, screener. The screeners recording states leave a message and your call will be returned. I receive no callback. Over many months in an attempt to get my refund, I visit the JCP store three times; called Furniture Corporate, Furniture Customer Care, Customer Relations, Customer Service, Synchrony, the JCP bank (receiving ROBO calls 4 X a day), file incident reports, file a formal written dispute, spent hours on the phone repeating my story and attempts to reach the store manager via conference calls with VISA and Synchrony.
The lack of cooperation from JCP did not deter me from seeking my refund. Beginning in SEPTEMBER, I sent letters to consumer advocates, Consumer Affairs, Better Business Bureau and The Office of The Attorney General. Finally, I received a call OCTOBER 9th from the JCP store manager. He has my refund, in cash and I can pick it up at the store.
After months, I find the sudden appearance of my refund was not because JCP realized a refund cannot be placed in a closed account, or that they accepted the written proof from VISA, or they suddenly saw the light, or the willingness to right a wrong. NO, the refund was prompted by the quick action (less than 3 days) from the Attorney General's Office. I did not accept the cash, I requested, the $1,469.58 be credited to the JCP account with the late fees and send me a hard copy that the account has been paid in full. With some reluctance the manager complied with my three requests. When I asked where they found the refund, his response, "IN CYBERSPACE."