Susan LaMarca sent a message to Marvin Ellison that said:
Hello Mr Ellison,
I am writing to you on behalf of my parents. I helped them find a new mattress set. They have a JCP charge so I took them to the JCP in Salem NH. They picked out a new set, after the set arrived we noticed after a few days that the middle of it had a huge indent from both edges to the middle. It was getting worse everyday and they were very upset as they had waited years to purchase such a large item and cost. After several calls I finally got the restocking fee waived, explaining over and over to every customer service person I spoke to and being put on hold several times for 45 mins plus, each and every time and also being disconnected a few times. It was a very frustrating experience and with them both being in there late 80\'s I don\'t know how they could of done the exchange, with all the effort it took for me to get it done. I almost gave up. After waiting a very long time the new set came. Soon after that my mother had surgery and was in the hospital and then home with a very, very long and difficult recovery. Most recently both my parents have been complaining to me that the bed dose not seem "right", they state that all the sheets and blankets, comforters do not fit properly. I kept putting it off thinking it was just old age that was confusing them. I went over to help my mother put a bed skirt on the mattress and it would not fit, we spent a long time trying to make it fit and finally I realized that the mattress is a california king, I ordered a king size set for them. We both have placed calls to customer service to no avail. We have both been told to call different people and different departments. We have both also been told there is not record of the new mattress, then was told there is but no box spring on record (it is a set) ??? I just can\'t believe that I have to go threw more dead end phone calls, long long long wait times on hold, being disconnected after waiting. Needless to say, both my parents are very, very upset. With them both being in there 80\'s, it is now up to me to try and clear this up for them. I feel so bad because I was the one that told them not to go to one of those other stores, to go to JCP because they are reputable and the process would be so much easier on them and honestly, on me. Which none of it has been.
I hope that you can please help me and my mom and dad clear up this situation. I am reaching out to you on there behalf.
Please contact me or have the correct person contact me with information on how to resolve this and get my parent\'s the right mattress set that was ordered.
Please
Thank you so much for your time,
Order #
2015-1175-1006-2301
Gertrude Ciaburri
978-374-4575
Susan LaMarca
978-241-4241
ciaburri@comcast.net
