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JC Pennys / bed and box springs/mattress set

1 Placerville, CA, United States
Contact information:

On August 31, 2016, we ordered a queen bed and box spring and mattress set. The bed is shipped UPS, the box spring and mattress were to be delivered, separately, by a separate company who would arrange deliver with us. When the bed arrived via UPS, the bedframe was damaged and bent. It was returned to Pennys. Pennys then informed us that in order to obtain the queen bed, we would now have to get refunded, and order another bed at current cost, instead of the sale price. We did not purchase another bed. We did eventually receive a refund at the sales price.

Meanwhile, the company delivering the box spring and mattress did not contact us for a delivery date. My wife called them, after two weeks, directly to set up a delivery date, to ensure proper driving instructions and confirm the delivery date. They declined to set a date, insisting that must done via robo call. We waited until week, and happened to receive the call, set for delivery, on August 23rd between 10am and 2pm. We moved our bedroom and set up our other queen frame (has no mattress).

On Saturday, August 24th, at 9 am, I received a call from the delivery company, informing me that they had a King mattress and Queen box spring, and asked if that is what we had ordered. That wasn't our order of course. They informed me to contact Pennys and that they would do the same since we couldn't accept delivery of a King mattress and Queen box spring.

I spoke with Pennys who disputed the delivery company telling me they shipped the correct box spring and mattress set. Pennys requested that the company recheck their stock, that I should receive a call from them by Tuesday. The person I spoke with at Pennys was helpful and apologized for all of this delay, but was going to request that we be compensated for all the hassle and delay. Ticket No. T16051383.

By Tuesday, August 27th, we did not receive a call from the delivery company, so my wife called them. They informed her that they had sent an email to Pennys on August 24th, that they did not have the queen mattress and entered into their system that the mattress had been 'delivered'. It was never delivered. After more discussion, they informed us that the order had to be cancelled and reordered, and sent to them from Pennys.

My wife, again, called Pennys. She was informed the order for the Queen box spring and mattress set must be cancelled and the sales price refunded, then we would need to re-order the set, at the current price (it had been on sale), and then, wait, once again, to have it all delivered thru the same company that lost the last order. It's already been a month since ordering the bed (which was damaged and returned), and the Queen box spring and mattress set was ordered. We could not receive any expedited delivery, in fact, the company said it could not do so, and any delivery would have to go thru the robo call schedule, after Pennys sends out the set to them.

We refused to go thru another month of this nonsense. We will be receiving a refund check for the box spring and mattress set, but no compensation for any of our time, trouble and patience in chasing this all down, and still, not receiving what we ordered. I do believe we are entitled to compensation from Pennys. I will not do business with them again.

Sep 27, 2016

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