On June 23rd we ordered a Samsung dishwasher from JCPennys to be installed, and paid for everything with a JC penny card over the phone- including dishwasher, supply cord pack, installment fee, and the hallway of the old washer. July 3rd was the set delivery date., and this was an anniversary gift to one another.
The delivery truck came to the front of the house on July 3rd and took out a very "dented and damaged" dishwasher that clearly could not work. The delivery people loaded it back into the truck and drive away. After many attempts and lots of hold time, I called and needed to set up another attempt. Another delivery date was set for two weeks later, July 12th.
The new dishwasher came in, but this time different, reluctant delivery men said that they could not install it. They claimed, "There is no request for installation in the order, We dont have the materials we need, and "We only install with copper pipes because we are afraid of breaking the plastic ones..." (Mind you our kitchen is fully updated with modern pipes and the original dishwasher is only an 8 year- old traditional 24" Whirlpool; thus the second attempt was also a fiasco!) At this point I was so angered and frustrated from taking 2 full days off of work to accommodate the 4- hour window 2-week time frames for delivery, and I attempted to call JC Penny's yet again but was put on hold for 74 minutes! When there was an answer, the person on the other end was somewhat illiterate and unable to pronounce my name, my city's name and was very slow at understanding the matter, often misquoting me while listening; therefore, I requested a supervisor. After holding for another 22 minutes, a supervisor came on.
I explained the issues again in detail. She said that she would need to contact the delivery people to see what the issue was. She promised that I would hear back from her within an hour, Now, I was waiting again. I called at 1:20 and it was now 2:50...
I decided to try my luck and call back with the same number and the extension that she gave to me earlier, and after waiting another 31 minutes, the supervisor said she was still trying to make contact with the delivery company. I called back, waited on hold again and eventually made contact. I asked 3 simple questions: Is it possible to buy a dishwasher from JC Pennys and have it installed in a normal house with normal modern pipes? 2.
When can I have the dishwasher that I paid for installed? 3. Will I receive some type of compensation for the delay and aggravation? The supervisor said, Yes to all the questions but had no specific information for me, yet promised to call back before 5pm.
She did at 5:15 and informed me that the dishwasher could not be installed because of what the Reliable delivery people said is plastic piping and now I will need to cancel the order with JC Pennys.. Will that be a problem too? Or will I end up seeing a charge on my JC Pennys account that Im now strongly considering closing also? As I waited on hold again, the next day, trying to cancel the order, I couldnt even get anyone on the online chat from customer service.
And what about some compensation for the two days I took off from work? What about the headaches of waiting on line and all the false promises from this month long fiasco without a dishwasher? This total fiasco ended up with wasted time, frustration, and as of now- no compensation. And In the end, was it the lack of communication between the people on the phones, internet, actual store, and rickshaw delivery company that JC Pennys subcontracts to?
Our family used to be able to trust and depend on you. Order # 2017178540036200 will now try to be cancelledWe are indeed just another number in a sterile warehouse of incompetency and tact that lacks appreciation, knowledge, and concern for customers (I mean numbers.)
Product or Service Mentioned: Dishwasher Installation.
Reason of review: Poor customer service.
Monetary Loss: $150.
Preferred solution: Let the company propose a solution.