Last year with my tax refund I bought a really nice sleeper power recliner from JC Penney's. I have to sleep by daughter's bed every night (she is on ventilator and no night nurse) so I use this every single day to sit in and sleep in at night. I also bought the extended 5 yr warrenty that covers it from rips, stains and just about any problem. Now..trying to get them to HONOR that warranty is another story. I HAVE to have this recliner..no options. The configuration of the room daughter is in only allows for sitting area in that one spot where chair is..keep this in mind. It's been 3 mos come Saturday since I have been trying to get it fixed. The technician who has come out says it is a defect in the material that caused the issue. In the back, the fabric that holds the stuffing in has ripped big time letting all the stuffing out. Needless to say it's VERY uncomfortable to use at this point as this chair also came with seat and back massage (hi/low) and heat as well (hi/low) so without the stuffing you feel the 'box' for those against your lower back. This is a Franklin chair for the record. I have been told numerous times..by numerous people...at JCP that they manufacturer is sending out the correct items we need to fix it but nothing still has arrived. They first sent the wrong color and item ..the back without the frame on it ..not even the covering I needed. The technician specified they needed a new back with frame as the frame was 'rough' so it would continue to rub the fabric and could tear it. Finally a gal said the company refused to send the frame but would send the item needed to repair the back and keep the stuffing in last week. Nope..nothing yet. Imagine that. They said this particular chair is no longer available. Hmmm..funny I can STILL see it offered online for sale thru JCP. They are saying what is online and what is available in-store are 2 different things. (I purchased this thru a store but was delivered from the manufacturer to my home..not from the jcp store itself). They have offered to exchange this chair for another I pick out that is comparable but I NEED this chair to sleep in and I use the massager on my lower back with heat all the time. They do not have other sleeper recliners plus they want to take this one away immediately and then just 'wait' till the new one arrives. Heellloo...I Sleep and sit on it every single day..have to have somewhere to sit/sleep by daughter's bed. The configuration of that room doesn't allow for any larger pieces of furniture in there etc. Soo..my continuing saga with JCP continues.
I think they should offer me compensation for all this..it's ridiculous to be STILL trying to get what I need and my chair fixed from them. Three months is waaayy too long to wait for something like that but they don't want to do that of course. I am beyond frustrated at this point and what is the point of having the technician tell them what is needed if they won't send it? Ugghh. Just wanted to warn everyone to beware of buying furniture from JCP. Never again will I do it obviously!
1|1|if i were u.......id file a claim with better business...more inside|couponsnsamples|cpsnsamples@aol.com|06:53:43|05/30/2013|
when u file the claim u have a limited amount of space/letters to explain .if u file online..but u can call in a claim..and tell them all the situation...........make sure to tell them u gotta have it to be by your daughter...ect..tell them u cant be without it even for a nite.....they will give them the opportunity to make good......and they will ask YOU..what it takes to satisfy YOU.......
I learned a long time ago..those warrentys you pay extra for ......is a waste of money..
had a similar situation with a computer......and a couch.....but when I got BBB involved it all turned around..these companys don't want to deal with them.....
2|1|I'm so sorry to hear this...I can understand your frustration, but honestly, they did try to offer a comparable item to replace the defective one|kellysp6637|frugalk76@aol.com|07:37:09|05/30/2013|
it sounds like you use this piece of furniture more than most people probably would (and understandably so), and it's been my general experience that JCP doesn't typically carry furniture known for its longevity. Perhaps, you can just ask for your money back and invest it in a hospital style recliner, one that is made for the specific purpose you are needing. I can understand your frustration, but honestly, I don't think you're entitled to any additional compensation from JCP as they tried to offer a replacement, and since this chair is probably not intended for 24 hour round the clock use. I wish you the best of luck and hope you can find a chair that is suitable and comfortable as it sounds like even if the repair man is able to fix it, it will most likely happen again in due time. 3|2|Kathy for sure report them and I would try and ask for your money back. That way youu can get the chair that you need!!|cashcoll|cashcoll@yahoo.com|23:54:53|05/30/2013|
Have a Great Day!
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GO HOGS GO!!
Woooooooooo, Pig! Sooiee!
4|3|One other thing--still can't believe you haven't gotten a good night nurse!!! You better be taking care of yourself!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!|cashcoll|cashcoll@yahoo.com|23:55:48|05/30/2013|
Have a Great Day!
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GO HOGS GO!!
Woooooooooo, Pig! Sooiee!
5|1|Myron E. Ullman III is the CEO of JCP--|sunriver|sunriver@gmail.com|22:18:53|06/01/2013|
I'd just go right to the top of the company and ask them to make it right. The chair is only a year old with a 5 year warranty that does not exclude daily use, so how often you use it isn't anything they can hold against you. That's why people buy warranties, to ensure that a product will last.
To get it resolved faster I would take the info you posted (cut it down to the bare facts) and post it on their Facebook page as well as try to find the contact into for the home office. I would go above the local store at this point. 3 months is a lot more patient than I would have been.
Hope it works out and I echo Teresa in hoping you are taking care of yourself--no night nurse, I am so sorry! Vanessa 6|1|Thank you everyone!...read inside please...|Skaytes|skaytez@gmail.com|05:23:47|06/07/2013|
Posted on Jun-07-13 at 05:23 AM (Eastern) by 67.236.181.238
sorry for not having posted/responded sooner to your replies but have been having internet connection issues and my phone would not let me post/reply here for some reason. Here is my UPDATE below:
I finally got the cambrige in (think that is what they call it that covers the fluff in the back of the chair) however it's NOT what I needed. Instead of sending me the good really thick stuff which is what I have in the chair, they sent me super thin..literally can read paper thru it...instead. That definitely will not last even a few days with the issue that was diagnosed for the chair. On top of that, the kicker was the gal tells me "I" have to pay for the technician to come out and repair the chair now as it's now past the 1 yr original warranty. (she said the 5 yr warranty was only for rips, stains etc well..this IS a rip! Grrrr!) Umm..NO..that is NOT going to happen! This started waaayy before the 1 yr warranty went out anyway so JCP is responsible for it. I was soo frustrated I finally said I have HAD it! Come and get the chair..I will just have to deal with it. Amazing that it took 2 months to get it delvered to me when I ordered it (Again..JCP kept changing the delivery date on me!) but was Monday when I told them to come get it..Tues I get a call they will be here on Wed (yesterday) to get it. Wow. Seriously? Yep..they showed up early afternoon and took it. Luckily I was able to get out that day as I had a nurse for a few hours here and found a recliner locally to purchase so I had something to sleep in and sit in in daughter's room. Not what I wanted but better than the using the floor.
I also was told they would not credit my Visa that I had purchased it with for the refund but in fact would have to wait till they received the chair back and then 7-15 days AFTER that I would receive a check in the mail for it. Wait for it......... BUT to get the money back for the extended warranty I personally had to call the store where I bought it after I hung up with JCP and have my original receipt in hand (I did)and get that store to issue a refund. Took me 2 phone calls and about 45 min on the phone to get that $90 credited back...at least the gal DID put it back on my Visa though. What a nightmare! Not over yet as I have to get that refund amount sent to me yet.
I definitely am going to get ahold of JCP corp..write a letter or call etc and let everyone I know in person, online ...whatever I can do ..to alert them to how JCP operates so beware. Chalk it up to learning experience.
Hopefully I can get that check back pretty quickly and get a chance to get out to a La Z Boy place somewhere and see what they have. Thanks so much for all the help/advice. I really appreciate it!
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7|2|Wow, that's NUTS.....Please post on their facebook page|Tiggy|DealzMartin@aol.com|11:59:29|06/07/2013|
Those are usually monitored by corporate and get replies
rather fast.
Sorry for your nightmare! 8|3|I would call your local action news...|KellyJef|burke3536@yahoo.com|13:49:23|06/13/2013|
I bet they would try to help you
9|2|You know, action news is a really good idea. Companies turn around and help very quickly, when it comes to television media! |dlpavitt|dlpavitt@att.net|14:42:58|06/13/2013|
If you are a HONEST trader, there is nothing to fear in having a feedback link. If you do not have one, please set one up, BEFORE contacting me for a trade. If you insist on not having a feedback link, please do not contact me to trade. Feedback links protect all of us, on RS. Thanks for understanding. Donna 10|1|UPDATE AGAIN Inside....|Skaytes|skaytez@gmail.com|16:52:16|06/16/2013|
First off thank you again everyone for all your comments and suggestions. I appreciate them all and may follow up doing them in all this. Here is the most recent update of this ongoing JCP saga: Got the cambrige in (fabric that covers and keeps the 'fluff' in the back of the chair). Although I explained and described the one on the chair they FINALLY sent one only to have it be something that is literally paper thin. well..if the issue according to their repair person is a rough frame and it cut thru the really nice heavy stuff on chair this thin stuff certainly won't last 48 hrs if that long! Told them they can go ahead and send repair person out if they want but it's not going to work. The gal then said "I" would have to pay for the repair persons visit since it's past the 1 yr warrenty. I said NO WAY..this started waaayy before the warranty went out! she was insistent so I said that is it...take it back. I am DONE with this! Mind you it took me a couple mos to initially get it delivered to me as JCP kept changing the delivery date. This was Monday I called..Tuesday afternoon they called and said they would pick it up Wed the next day! Ugghh. Now I have to have somewhere to sleep so I had to go out and quickly get a recliner..not what I wanted but no choice for now. Zip forward over a week now... I have my bank involved in getting my money back from JCP now as well. They said it posted on 'x' date and shows credited to my debit card and ending numbers are correct. Said my bank must be holding the funds. Called my bank..dealing with ironically the same gal who had to help me when I purchased it (problem with the security on my acct and JCP at that time)and she remembered the issue from back then. She said NO bank can withhold funds like that as it's illegal. I ended up telling her the long story and gave her that gal at JCP's phone number directly so she called her. A bit later the bank gal called me ..was fuming...said she went round and round with the JCP gal..caught her telling some tales and set her straight. Long story shorter, the JCP gal is supposedly calling the company they have do the refunds back and is supposed to call my bank gal on Monday. My bank gal said she has the note on this right in front of her on her desk and if she doesn't hear back by late morning on Monday, she is calling the JCP gal back. She said she will do all she can to help me pursuit getting my money back. Still not over as initially ..due to the security thing when I purchased it..I had to pay 'x' amount of the initial pymt by my visa debit card and the other half purchase a JCP gift card and then turn it over for the remainder of the paymt. JCP will ONLY give back by Visa the amt I initially pd by Visa and the other half is supposed to come by snail mail. Ugghh. Wat a nightmare! I will keep you all informed of the outcome of this. I fully intend to follow thru with other means as well but wanted to update everyone who is following this so this does not happen to anyone else. Thanks so much everyone again! 11|2|OMGosh --- I don't see how you have been able to deal with this -- it would drive me NUTS!!! At least you are getting somewhere slow but HOPEFULLY it will all work out & SOON!!|cashcoll|cashcoll@yahoo.com|20:11:05|06/17/2013|
Have a Great Day!
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GO HOGS GO!!
Woooooooooo, Pig! Sooiee!