I ordered a patio set and was shipped the wrong item. After a month of daily calls to customer service, of which each time I was told something different about my case and each time the customer service representative promised to call me back the following day and did not do so.
In the end I've had to pay $665.24 for a patio set that originally cost me $412.65 plus and additional $51 in shipping costs. I've had to pay more because of JCPenney's mistake. According to Julie in customer service, JCP.com charged me the wrong price when I ordered the set, and the JCP warehouse shipped the set incorrectly and I am expected to pay for those mistakes. I feel I was mislead, and told that my case would be resolved in a favorable way.
On 3/18 a representative told me that I could have the missing piece delivered for an additional $51 above and beyond the original charge for the set. I then received multiple new charges and credits on my card that were not what we agreed upon, and then this morning someone called me back for the very first time. Julie from customer service accused me of being dishonest and using a discount code that was not meant for me. She also told me that I should have questioned the amount that the website was charging me. She was combative and unwilling to listen to my story, and would not allow me speak to a supervisor.
I cannot believe the way I have been treated. I have spent hours on the phone with numerous representatives of JCPenney - Connie, Brenda, Kathy, Patty, Julie, etc... And I am deeply disappointed with the results. Would it not cost me additional money to ship the set back I would have returned it on principal.
It is dishonest for a company to refuse to honor the price that was paid for an item, and expect a customer to pay for their multiple mistakes. Then on top of that to make me feel as though I've done something wrong is inexcusable.
I've seen their new ad campaigns targeting a younger, savvier customer. Those ads are the reason why I went to JCP.com to check it out. I actually bought something... Their marketing plan worked! But their customer service is abysmal, and I can't believe that as a company you are willing to spend millions of dollars on ad campaigns to gain new customers that they don't intend to keep.
I've paid over $200 more now for a set that I ordered, that I now can't return without losing money. I never would have ordered it in the first place if it had cost that much.
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