Penney's Custom Decorating Problem

18 years ago

In early August of 2007 I met with the designer from Penney's as I wanted to order window treatments for our guest bedroom. Two separate windows - right next to each other. I decided on a valance for the top and cafes for the bottom windows. She never told me there would be one bottom curtain for each window. When they were installed I realized that instead of four panels they installed one panel for each window making it impossible to open the bottom windows. Curtains were so tight on the one rod they could not even be moved aside. I called the designer and when she saw how they were installed suggested I "flip" the curtains up over the rod and then I could open the windows or she suggested opening the top windows. Told her this was out of the question - she asked what would make me happy - I told her to take back the bottoms - we paid for the valance and agreed to replace the curtains with shutters giving a deposit of $110.

It's now almost February 1st - still no shutters. We sent a letter asking out of the whole deal. Manager called yesterday and said fine - all we would lose would be the deposit on the shutters and she would confirm in writing. She agreed there was a mistake made. We were happy. Today I received a phone message that she made an error and we would be responsible and they expect payment for the valance, bottom panels and the shutters totaling $2,000 - the whole shebang or they would send it immediately to direct collection.

I could see how we could be responsible for the shutters even after so much time has past but not the curtains.

What are your thoughts and how should we approach this situation now that you know more than you ever wanted to know about my guest bedroom!! Thanks.

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Comments (2)

Valerie Noronha
18 years ago
I'm sorry to hear this. Six months to wait for WT--even custom--is not acceptable. Unfortunately, it might come down to what you have in writing, etc. When you did the "return" of the cafe curtains for shutters, did they write up any paperwork stating to that effect? Did you ever sign anything that showed you accepting the curtains? If they took it back, I don't see how they came come after you 3+/- months later for payment. Seems to me they cannot turn over to a collection agency, if they have the merchandise and it sounds like they have both the shutters and cafe curtains.

Who took the measurements for the curtains in the first place? When you pay to have them measure, it is their job to get the measurements right--esp. as far as casings, etc. I have custom WT on order from Calico Corners and they sent someone out to take measurements. That way I consider them responsible for any measuring errors, but if I were to have custom treatments made based on my measurements, then I would be responsible.

If it were me, I'd work up the chain of command at JC Pennys and send letter showing how they have failed to live up to their end of the deal--with names, dates, sales receipts, photos, etc. Copy everyone involved and their managers. Say if they do not respond in 10 days, you will contact a lawyer and/or your local action line.
moonshadow
18 years ago
Just to clarify:
They made the bottoms incorrectly, took them back, and are now trying to charge you for those?

They made the valance, you kept it and paid for it, so that part is a done deal, yes?

You put a deposit on shutters and in 4-5 months time they've not completed the order, and they still have your deposit $?

If that's correct, what the heck are they going to send you to collections for?
You've paid for the valance.
They accepted the return on the bottom curtains.
They didn't complete the special order shutters.

I'm with Val, work your way up as she described. I would not bother with threatening a BBB complaint (have heard that's a joke), but a committment to contact your state's consumer affairs division (or whatever your state labels it) might perk their ears up.
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