On September 17, 2010 I purchased the Serta Gentle Haven mattress and foundation. I was torn between this and the Sealy Forevergreen latex model. They were the same price, so it wasn't a monetary decision. The ini...tial comfort of both was the same. The problem I had with the mattress I had was that it generated too much heat. I was leaning to the Sealy as latex does not generate heat. However, the Serta also stated that it was a cool mattress. I asked the salesman for his recommendation. He (Kevin) recommended the Serta. I also asked him about the return policy. He stated that there were no returns. But that he had seen people get a return or exchange by speaking with the department or store manager. On Thursday September 30, 2010 my bed was delivered. The delivery people were very professional. I have no complaints with them. However, this mattress also generates too much heat. The following Sunday I went to the store to see about an exchange for the Sealy latex model. I was told I needed to contact customer service and was given the number. Customer service told me they couldn't do anything for 6 months. I went back to the store the following Friday afternoon. I talked with Kevin. He then got the department manager. The DM told me it would have to be approved by the Store Manager (Keith) who wasn't there at that time. Keith contacted me by phone the following Monday. He stated that his concern was that I would have the same problem with the Sealy mattress. I said that I had researched the problem and that latex foam was the only way to go when there is a heat problem. Keith told me he would contact customer service and get back with me by Wednesday. I received a call from the JC Penny number while I was working. I could not answer at the time. No message was left. I tried calling back but the store manager was gone for the day. Friday of that week I went in to see Kevin again. He wrote down my name and number so that Keith could contact me. I saw him put the note in a drawer. I would imagine the note is still in the drawer as I have not heard from anyone since. I have not been in contact since then. What it would take to resolve this: give me an exchange for the Sealy Forevergreen mattress

I ordered (2 orders) from JC Penney online. The day that I received notification that my orders were ready to pick up is the same day that the mall JC Penney is located had a fire (Westfield Galleria Mall, Roseville, CA). JCP unfortunately had fire damage and many stores were closed.

I called the 1-800 catalog number the next day to see what they were doing with orders. They didn't even know about a fire, and left me on hold while they called around to find something out. I was then told that it might take about a week, but they were going through the inventory and would let customers know if they needed to pick their orders up at another location (Sunrise Mall, Citrus Heights, CA) or if they would have to be reordered due to damage. This was on 10/21/2010.

After a week and I hadn't heard anything, so I called back again and they told me I needed to contact the Sunrise Mall store. I did that. I was told they hadn't received any orders, nor did they show any orders coming.

I called the catalog number back and informed them of the information I just received. I was told it may be a few more days. I am wondering at this point why no one is calling ME to inform me of what's going on with my order.

Three days later I called the catalog number; they again told me to call Sunrise Mall location. I was told by the person at the Sunrise Mall location that it looked like my orders were supposed to be coming there, but she didn't know when.

I called Sunrise Mall location AGAIN a few days after that -- same information.

I called the catalog number (I don't know when or even how many times anymore!) and again was told that they had no information and to call the Sunrise location.

Honestly, I can't even remember how many times I went around in this ridiculous circle. Meanwhile (at this point), I am STILL receiving automated calls from JCP telling me to come and pick up my orders from the Galleria location!

I called the Sunrise location one last time (Jasmine), and she informed me that one of my orders had come in, but not both. Upon checking my email after that conversation, I located an email that was sent to a defunct email account that I no longer use, nor EVER gave to JCP (they are similar so they simply did not pay attention, and my email is a catchall account, so I was lucky I got the email at all!). The email stated Dear Deborah, This e-mail is in regards to an order that was returned by the store because you did not pick it up. At this time we cannot place a reorder at no charge. A credit was issued to your credit card, even though this card has been cancelled, the credit was applied so the card company should be sending you a refund check for the credit amount. At this time the only way we can place a reorder is if you give us a new form of payment. We apologize for any inconvenience this may cause. If you would like to reorder please contact our Customer Relations Department at 1-800-221-5898. Thank you.

This is impossible. The account I paid for the order from (my checking account) had been closed for a couple of weeks.

I called the Sunrise location back and told her what I found. She put me on hold and called the catalog number (said she could get farther than me). When she got back on the line, she said she had reordered the one remaining order and put a note that there was to be no charge since it had been paid for and no refund was received. She said she would stop the automated calls until the entire order was in and I could pick them both up, since this mall was a bit out of my way now.

Oddly enough, a couple days later one order showed up at my house! Then I found ANOTHER email in my defunct email account (even though I corrected the email address with them) stating that they couldn't do anything about the refund, and that I would have to contact my credit card company. When I tried to explain to them (in a call to the number they keep listing that knows nothing)that there was no account available to send the money to, they insisted that I contact my card company. Clearly they cannot hear well.

I sent a scathing email to the catalog company and also a letter to the CEO. The only response I received (AGAIN to the wrong email address) was "Thank you for contacting us in regards to your recent JCPenney purchase. As we stated before you will need to contact your bank regarding the credit issued to your account. Thank you for shopping JCPenney. We look forward to serving you again. JCPenney Customer Relations Case 6826124"

I am at my wits END! I just want my money refunded ($64.94) and I will NEVER utilize JC Penney for anything again -- online or in-store!

I have been a JCPenney customer for many years and have purchased quite a few pieces of fine jewelry. I have purchased the lifetime warranties several times, but didn't use one for sizing until 3/10. The ring I sized was yellow gold with white gold prongs or so I was told. When the ring was sized, the size was incorrect and the white gold prongs had a yellow tinge. I talked to several stores and managers and was told that the prongs were white. Over time, the prongs discolored further and I went to a reputable jewelry store to get the prongs checked. The prongs were in fact plated, but I was still within the normal return period. After much debate, the store manager finally returned the ring, but not my $65 warranty.

In May of 2010, I took certified earrings in reluctantly because one had a broken back. The store sent both earrings out and when I received them back the stones were brown! The store managers had little concern or explanation for the problem. The earrings were sent to the repair company again and came back with new backs, but longer posts that I couldn't wear. The posts were crooked and the back of the earring had holes in the metal. I had numerous manager look at theearrings and they offered to do nothing, but send them in again. I called the corporate customer care number and was never called back! I ended up taking the earrings to another jewelry store and had to spend $110 to fix their mistakes. I have a platinum card, but will never give Penneys any more money after taking $200 of mine without so much as an apology. I have always loved Kohls and they stand behind what they sell no matter what and will get my business from now on.

I use a wheelchair from a birth defect. I meet a my friend at the wyoming valley mall who is also in a wheelchair. She decided that she wanted to use her birthday money and buy some clothes from JC Penney's. Well since we are in our late 20's we went to the petite section to buy something nice. That section is the worst section to buy from if your handicap. The clothes racks are squished together so tightly so they can try and sell as many sale items as possible. You literally have to walk sideways to get through. Well I thought hell with this I am going to get in to try and get my friend a jacket she saw. she is in an electric wheelchair I am in a manual chair so I pushed my way into the racks. Well I started to get stuck so I told my friend i have to get out of there. I started to push my way out and my back wheel got caught. I pushed and their was this hidden rack hung very low. I never saw it because their was long dresses hanging down hiding it. I smashed my hand so hard I screamed out loud. Well ok I cursed out loud. I finally get out between the racks and look at my right hand. It had ripped skin and my knuckles were swollen. I go up to the cashiers and told her what happened. Her stupid response was "Do you want to put rubbing alcohol on that?" I go excuse me NO I have ripped skin from your lack of handicap accessibility. I said can you please call over the manager I would like to file a report just in case I would like medical attention if any fingers are broken. At that time I wasn't able to move any of my fingers. So this manager comes over I explained what happened. I do have to admit he was very nice but he was new so I think that had a lot to do with it. But instead of bringing the forms to me he asks if I can push myself all the way over to the other side of the store. I am trying to push myself with one hand which is not working and now have to fill out a form which took 20 minutes. I was so frustrated. At the customer service counter they were frustrated with me that I wanted to file a report. I even heard one person say in the back how bad it was going to make them look not knowing I was still out there. I wasn't tall enough to reach the desk so they didn't see me. So anyway a week goes by and I hear from their insurance company and a guy name Frank pretended to be my friend and wanted to help me as much as he can. Then his next statement was to me, "well what are you looking to get out of this?" I was so insulted and I told him that. I go if you think I did this on purpose your an asshole. Yeah I get in my wheelchair and smash my hand against shit just to sue people like you. He goes well you never know. I said I am not looking for anything. He said well I am going to wait for the pictures of the area and the report to come in. Another 2 weeks go by and nothing so I call him. I go Frank what's up you haven't called me. I thought you were here to help me the consumer. He said oh well did you decide what you are looking for. I said yeah I know what I want. I want to stick up for all the handicap people in the valley who can't use your store. I am sick and tired of going into stores like yours and not being able to buy things I want because I can't get to them. You make the old lady a nice wide open section to get around in but I don't dress in moo moo's. I am going to write articles to anybody that will listen. I am going to write to the local newspaper, I am going to write on my blog and facebook and tell everybody about your company. You know the worse type of advertisement is bad word of mouth especially when you treat the handicap like they are stupid. So my buddy frank does how about this I am going to offer you a $100 giftcard. I said fine but I am still going to tell everybody. he said he was going to email me the paper to print out and sign for it. I get the email and believe it or not. That damn paper literally in the smallest writing had a gag order on it. So if I continued to talk or write about what happened to me at JC Penney's then they could sue me for everything that I got!!! I called him back a few day's later because I didn't want him to think I was desperate. I reamed him a new asshole. I said just because I can't walk doesn't mean I can't read nor understand legal jargen. How dare you try and put a gag order on me. You can take your giftcards and shove it. I would rather spread the bad word of your company then get something for free. I haven't heard anything from them and I am not telling everybody about how anti-handicap they are. So be careful if you are handicap an I don't only if you are in a wheelchair. I say crutches, cane, deaf, mute, blind, missing limbs ect. They will treat you like you are simple minded and try to walk all over you.

The cashier asked me to please take time to go online to JCP.com and take the satisfaction survey about my shopping experience (I had purchased infant clothing for a gift). She said that I would be provided with an on-line coupon for 15% off my next visit to JC Penney. I returned home and took the survey online. After taking the time to answer all questions, I was asked to hit "enter" one final time. I received the on-screen message of "Page does not Exist". I tried several times to back up and re-enter the info, but each time I received "Page Does Not Exist". So, I received no coupon. I have emailed JCPenney several times but NEVER receive a reply. So whey do they ask you to take the time to take a survey if they are not going to provide you with a coupon. Very, Very False Advertising of Incentives.