I am a JC Penney Platinum Account holder. On October 20 I purchased a Sterling Silver 1 carat 3-stones Black Diamond Ring for my husband from the JCP Jewellery store at the Alexandria Mall in Louisiana. The retail value of this ring was $339.99 and after discounts I paid $185.29.
One of the diamonds fell out of this ring sometime in January and we went by the JCP jewellery store on January 29 to get an estimate for the cost of repair. The associate informed us that since this would take a few days she would phone get back to us telephonically once the estimate was received from the Service Department.
Up until February 10 we did not hear from JCP, so we decided to pay them a visit to follow up on the esitmate for repair. The same associate, Ms. Irma attended us and searched for the estimate, we observed that she did not find it in the file where all such documents are stored, so she called her supervisor Ms. April who informed her that the cost for repair would be $499.36!
Of course we were astonished, because the cost of replacing one diamond was more than the original price of the ring - $339.99. JCP still has our ring because we decided to call their Customer Services Complaints Department to report this matter, ironically there is a recording at that number which states "due to heavy traffic of phone calls, this service is temporarily out of order".
My question is "if we had to wait for a period of a few days to get an estimate, which wasn't even available after 10 days, how come we were given an estimate by the local stores' Jewellery Supervisor within a fraction of a few minutes?"
My family has spent several thousand dollars shopping at JCP and we are now extremely disappointed with this incident. As I am writing this complaint my husband has cut up our JCP Platinum card and will return it to them. I am certain them losing one customer will not make much of a difference, but at least we have our options and we do not need their merchandise ever again.
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