And the saga continues...
It is now April 23rd, and I am still looking at a purple couch. AND they charged me for it! Not only did they leave the couch at our place but they have demanded that we be available at their convenience to pick it up.
So Paul wrote the VP of customer relations at JC Penny and our credit card. THIS got some attention...
________________________________________________________________________________
To: Customer Service
We are writing in reference to two charges that we are disputing that were made for JC Penny for the same item – a couch
Sale Date Post Date Merchant Amount
1/7/07 1/7/07 JCPENNY STORE $177.82
4/9/07 4/9/07 JCPENNY STORE $670.06
The short version of the story is that on January 7, 2007, Laura ordered a couch from a JC Penny Store in Arizona that was to be delivered in 6-8 weeks time to our residence in Pasadena, California. Over 12 weeks later on April 7, 2007, a couch was delivered but it was not the one which we ordered. JC Penny was notified the same day that this occurred. Over two weeks have now passed and JC Penny has failed to properly cancel our order, refund our money, and to retrieve their property.
By our account, we have spent over 12 hours of time on the phone along with additional time researching the problem ourselves. We have taken every reasonable measure to help JC Penny solve the problem with our order. Soon after the order was placed in January 7, 2007, JP Penny customer service was unable even to find a record of our order. It was impossible for them to credit out Citibank Mastercard for the charge as they had no record of the order.
It took several weeks before JC Penny customer service returned our initial calls to finally be told that that they had found the record of our order. However, we were informed this time that it would not take 6-8 weeks as initially promised, but up to 10 weeks. Again, we tried to cancel the order but we’re told that we would lose the $177.82 deposit if we did so.
After 12 weeks passed and repeated attempts by us to have someone return our calls and to give us a specific delivery date, we were contacted to schedule a delivery for April 7, 2007. Finally, 13 weeks after the order was initially placed, the couch was delivered. Unfortunately, Laura was unable to be present at the time of delivery. Instead, Paul was home for the delivery. It was only a few hours later after Laura returned home that we became aware that the couch that was delivered was NOT the one that we had ordered. JC Penny customer service was called immediately and informed of this problem. We were assured at that time that someone would contact us on Monday (the delivery occurred on a Saturday) and our account would be not be charged for the rest of the purchase.
The following week we were contacted and told that the couch that we ordered could not be found and would have to be re-ordered. Again, we insisted that our order be cancelled. We were finally told that our charge would be credited back to our Citibank Mastercard. We were also told that we would be contacted immediately by someone from the warehouse to schedule a pick-up of the improperly delivered merchandise.
Two weeks have now passed. Instead of crediting our account as promised, JC Penny charged our account for the total purchase price of the couch on April 9, 2007, two days after they had been informed that the incorrect couch had been delivered. Furthermore, JC Penny has refused to pick up their merchandise during a time which has been convenient for us. They waited two weeks before even contacting us to schedule the pick-up and insisted that the only days that were available were Saturday afternoons.
We have been charged for merchandise that we never received and have since cancelled the order. We would like JC Penny to credit our account immediately. We have spent over 18 hours on the phone over the span of three months trying to resolve this issue with JC Penny Customer Service.
We have also been made responsible for JC Penny property for an unreasonable amount of time. We now consider their property to be abandoned and it is clear that they have no interest in retrieving it. They have been given 48 more hours to retrieve the property (for a total of two weeks time) or it will be removed from our residence and picked up for disposal.
Sincerely,
It is now April 23rd, and I am still looking at a purple couch. AND they charged me for it! Not only did they leave the couch at our place but they have demanded that we be available at their convenience to pick it up.
So Paul wrote the VP of customer relations at JC Penny and our credit card. THIS got some attention...
________________________________________________________________________________
To: Customer Service
We are writing in reference to two charges that we are disputing that were made for JC Penny for the same item – a couch
Sale Date Post Date Merchant Amount
1/7/07 1/7/07 JCPENNY STORE $177.82
4/9/07 4/9/07 JCPENNY STORE $670.06
The short version of the story is that on January 7, 2007, Laura ordered a couch from a JC Penny Store in Arizona that was to be delivered in 6-8 weeks time to our residence in Pasadena, California. Over 12 weeks later on April 7, 2007, a couch was delivered but it was not the one which we ordered. JC Penny was notified the same day that this occurred. Over two weeks have now passed and JC Penny has failed to properly cancel our order, refund our money, and to retrieve their property.
By our account, we have spent over 12 hours of time on the phone along with additional time researching the problem ourselves. We have taken every reasonable measure to help JC Penny solve the problem with our order. Soon after the order was placed in January 7, 2007, JP Penny customer service was unable even to find a record of our order. It was impossible for them to credit out Citibank Mastercard for the charge as they had no record of the order.
It took several weeks before JC Penny customer service returned our initial calls to finally be told that that they had found the record of our order. However, we were informed this time that it would not take 6-8 weeks as initially promised, but up to 10 weeks. Again, we tried to cancel the order but we’re told that we would lose the $177.82 deposit if we did so.
After 12 weeks passed and repeated attempts by us to have someone return our calls and to give us a specific delivery date, we were contacted to schedule a delivery for April 7, 2007. Finally, 13 weeks after the order was initially placed, the couch was delivered. Unfortunately, Laura was unable to be present at the time of delivery. Instead, Paul was home for the delivery. It was only a few hours later after Laura returned home that we became aware that the couch that was delivered was NOT the one that we had ordered. JC Penny customer service was called immediately and informed of this problem. We were assured at that time that someone would contact us on Monday (the delivery occurred on a Saturday) and our account would be not be charged for the rest of the purchase.
The following week we were contacted and told that the couch that we ordered could not be found and would have to be re-ordered. Again, we insisted that our order be cancelled. We were finally told that our charge would be credited back to our Citibank Mastercard. We were also told that we would be contacted immediately by someone from the warehouse to schedule a pick-up of the improperly delivered merchandise.
Two weeks have now passed. Instead of crediting our account as promised, JC Penny charged our account for the total purchase price of the couch on April 9, 2007, two days after they had been informed that the incorrect couch had been delivered. Furthermore, JC Penny has refused to pick up their merchandise during a time which has been convenient for us. They waited two weeks before even contacting us to schedule the pick-up and insisted that the only days that were available were Saturday afternoons.
We have been charged for merchandise that we never received and have since cancelled the order. We would like JC Penny to credit our account immediately. We have spent over 18 hours on the phone over the span of three months trying to resolve this issue with JC Penny Customer Service.
We have also been made responsible for JC Penny property for an unreasonable amount of time. We now consider their property to be abandoned and it is clear that they have no interest in retrieving it. They have been given 48 more hours to retrieve the property (for a total of two weeks time) or it will be removed from our residence and picked up for disposal.
Sincerely,
4 Comments:
Wow, I get mad just reading that letter... and I'm the one who wrote it :-)
Woo hoo! I'm glad that they finally picked up their couch and it looks like your credit card company will be on your side... Hopefully this whole fiasco will be another story to laugh about.. :)
How's this for a positive spin?
"Our condo -- now with more space to play the Wii."
Hahaha! There you go. That's a good positive spin. Now we can have that rematch in boxing you've been talkin' about. :)
- Glenna
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