Back towards the end of March 2011, I decided that it was time to update my sport jackets. I ordered a few from Menswarehouse.com and a couple from JCPenny.com. Menswarehouse delivered in a couple days. JC Penny delivered one in a week... and advised that the other jacket would be shipped by the manufacturer. After ten days having gone by... I checked on the status of the missing jacket. The website for JC Penny indicated that the manufacturer would have it shipped no later than the 13th by Federal Express. Well, I followed back up on the 13th and each following day to see when the item would be shipped. Finally, on the 16th it's boxed up and delivered to FedEx.
It arrives at the local facility and placed on the truck for delivery on the 19th. I wait around all day long... foregoing my business appts etc.... (I work for myself. If I'm not out there beating the pavement, I'm not collecting money to pay bills. So, taking a day to sit around is significant to me.) I expected that I would receive the item in the late morning or at least in the early afternoon. Finally, at 3pm... I called FedEx to find out where the package was. They advised that an attempt had been made to deliver the package at some 10.40am but that no one was available to receive the item.
After having a rather 'terse' conversation... it turns out that the manufacturer had made an error with respect to my address. FedEx advised that they could redeliver at an unspecified time the next day or that I could drive cross town between 7 and 9pm and get the package. Well, the whole idea of using the internet to shop is about convenience... and driving cross town isn't exactly what I would call 'convenient'. Delivery of the package the following day wasn't going to be possible as I was going to be out of town for the following two days. Well... I called JC Penny. I told them what had happened. They verified the shipping problem with FedEx.
I also advised that I wanted to cancel the order... that, I was simply fed up with the whole matter. At that point... more than 3 weeks had passed etc... and I couldn't simply sit on my butt all day for FedEx to show up. The supervisor seemed to understand my position and apologized. I was advised that they would reroute the package back to JC Penny and that the matter would be cancelled. Well, the next day... my credit card was debited for the merchandize and FedEx attempted to deliver the it again. Needless to say... when I found out about it during lunch... I went off on JC Penny's customer service people. They denied knowledge of the cancellation of the order etc... And, they would not confirm or acknowledge my demand to cancel the order going forward. I then called Chase.
Told them what was going on. They put me on hold and contacted JC Penny. The next thing I know... I'm on a conference call with some JC Penny supervisor and the Chase representative. The JC Penny gal is busy trying to convince me to accept delivery of the merchandice etc.... I must have told the dim witted woman a dozen times that I wasn't going to be in town and that I no longer wanted anything to do with JC Penny. Eventually... she gave up trying to be sweet and gave up trying to sell me on the idea of accepting their product. She got rude. She got exceptionally confrontational. As for my money... she finally said that they would grant the refund whenever the item was processed at their returns facility.
I reiterated the fact that I cancelled the order the day before JC Penny actually debited my card. She didn't seem to care about that fact. Chase explained that they could not do anything until JC Penny was given a meaningful chance to process the refund. So... bottom line is this... JC Penny took my money for an order that had already been cancelled. JC Penny is getting a free ride on my money. JC Penny refused to accept responsibility for the manufacturer's shipping errors. JC Penny refused to accept responsibility for the late shipment. I'm pissed and angry about this. I will not deal with JC Penny's online sales operation ever again. 9 telephone conversations with them in total... and I'm still out money.