I went into JcPenney's to purchase a matress pad and a comforter for a new matress that I had just purchased. I had 2 gift cards to their store to purchase my items with.
To start off. This was 7P.M. On a Saturday evening and I was with a 2 year old and my father. We went upstairs in search of the mattress pad, but were unable to find it. I asked a customer service rep, and she stated that she didn't work in that department and that she had no clue.
I had to search the store for like 15 minutes until I finally found where they were. I finally found my two items, and went to the same register where the girl was that didn't work in that particular department.
Of course to my surprise, she was chatting on the phone while I stood there. She just stared at me. Finally after 5-10 minutes, she finally got off the phone and I handed her my gift cards.
I was unsure of which amounts were on each card. All I knew was that one card had $50 and the other had $25. She stated that she couldn't make a transaction on a gift card, unless the balance on the cards where know. I HAD NO IDEA!
I just told her to take the first card and try taking it for $50, and it didn't work, so she assumed the first card was for $25, and the other was for $50.
Well, being that she didn't work in that section, she did everything wrong. She charged $25 on the $50 card, and then the company took a $1.25 trasaction fee. So, I was now short the $1.25.
So she voided the trasaction thinking that she could restart the whole thing, but of course, she put the card through, and it had already deducted the $25, and it couldn't be given back until JCPenney's disputed the charge by fax, and this took 3 business days.
SO I asked what she was gonna do about my $25, and she just shrugged her shoulders, and called a manager.By now, the two year old is screaming and crying. We had been standing at this register for 30 minutes by now. So, a manager comes by, and has no idea how to fix the transaction, and calls another manager. So the other manager comes by, and tells me that there is nothing she can do, and that she could give me a $5 credit toward my purchase, but I couldn't have what I was planning on purchasing until the gift card purchase was completed from the dispute, or I could pay cash.
I was outraged!!! Beside her telling me that I couldn't take what I wanted to purchase home unless I paid cash, I was now out the $25 plus the $1.25 transaction fee until they could get it fixed. This was unacceptable!!! So I argued with her that she should just give me the credit from the $50 gift card, and I would give her the gift card, and they can argue the $25 with the gift card company.
She didn't like this idea at first, but after another 20 minutesa passed by, with a crying baby still in my arms she decided to give it to me anyway. We were all in there for over an hour at the register alone, and it took 1 sales associated plus two floor managers, and I was talked to like I was a child.
I actually had another experience there a week later. I purchased a mattress from the same store, and I originally had no intention on making my purchase that day. I was just browsing.
So, I told the asociate that I wanted to hold off on the purchase, because I had to transfer funds to the account I was going to use to pay for my purchase. And she assured me that she could hold off my transaction until another day, and have my mattress delivered.
So, she told me that she would have the mattress deliverd on the 12th of March, and the payment for the bed would be deducted on the 19th of March. Well, of course the sales associate was looking to make the sale so she told me what I wanted to hear. Well, needless to say, the transaction went through a week and a half before the date I was told, and I was assessed a fee from my bank for over-drafted transactions. I was so upset!!!
So I called and spoke to a manager the next day, and he told me that the sales representative that I did the transaction with told him a completely different story. He apologized to me and told me that he would not refund me my over-draw fees.
I wondered what happened to the customer always being right. I just thought in my mind, that I just spent $1200 on a brand new mattress, and now I'm getting a lot of hassle.
So I told the manager that I didn't like the way that they were running things at their store, and I could tell he was irritated with me, so he then told me that I could either return the mattress and shop elsewhere, or I could just eat the fees I acquired by my bank.
Both of my incidences happened within a week and a half of each other. I can guarantee, that I will never shop there again, and I use to spend a lot of money in there. What's incredibly funny, is that I have a brand new house that I need to furnish, and decorate, and I had every intention to do my shopping there. But they screwed themselves out of that one!!!
Stephanie
Phoenix, Arizona
U.S.A.
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