Patricia sent a message to Marvin R. Ellison President of J. C. Penney Company Inc.- email address that said:
Patricia A.
January 27, 2016
Dear Mr. Ellison:
The purpose of this letter is to inform you of a recent transaction which has caused me much frustration over the last several weeks. My frustration is not with the store where I purchased my merchandise nor from Mr. Joe A. Ferrara, the Furniture Specialist who assisted me. My frustration and anger began when the order was delivered to my home.
On November 28, 2015, I purchased a sectional for my living room (see order # above) which arrived on Saturday, January 9, 2016. I was not home the day of the delivery as I was visiting my daughter at College. My other daughter was home to accept the delivery. After bringing the furniture inside, the delivery men handed my daughter the hardware which binds the pieces together informing her that all she needed was a drill to get the job done.
Upon my return home, I was informed about the hardware and, after careful examination of the set, I noticed the frame on the chaise is approximately 3 or 4 inches smaller than its cushion. Do you know how frustrating and upsetting this is? To order something brand new and when it arrives it does not meet ALL your expectations. Then to have these men make such a suggestion is ridiculous. I would never take a drill to a brand new set and install the hardware myself.
I called JCPenney several times each time pushing several buttons, getting the wrong person, wrong department and/or dropped call. I finally was able to reach a live person (unfortunately, I did not get her name). After explaining my situation, she informed me it is JCPenneyâs policy not to install the hardware and if I could not do it myself, it is my responsibility to call JCPenney who would then set up an appointment with an outside agency who will return to my home to install the hardware. How inconvenient is this??? Are you kidding me? I explained that without the hardware the furniture is sliding all over the living room. It was at this point I was informed that I had to make a choice. If I had someone come out to put the hardware on prior to the chaise being redone, I would have to install the hardware on the chaise myself. I could not have the men come to the house twice.
At this point, I informed the representative I no longer want the set. I want to set up a day and time to have it removed. To make things even worse, she told me that because JCPenney had already put a reorder in to fix the chaise, I had to wait another 6-8 weeks before anyone would come to remove the set AND if I had the set removed prior to receiving the fixed chaise, I would lose my down payment.
I have been a customer of JCPenny for many years but this is the first time I ever ordered furniture and it will be my last.
As I was informed, I will wait for the reorder to be delivered at which time I will call back and have the set removed. I felt as a new CEO, you would want to know and possibly make change to avoid such frustration to future customers.
Very truly yours,
Patricia
