JCPenney - Toledo, Ohio 43623 - Franklin Park Mall

Um let's start with this. I ordered my mother a coat for her bday present week and half ago. I received it via UPS opened it to make sure it was correct and it had large rip at shoulder and a bunch of the cotton stuffing was poking out the hole. Well I don't live right by a store location I live 50 min away from Franklin Park Mall why I had ot shipped to my home. Anyways I go to the online return or pick up wait for 45 min in line I checked before getting ride there and having to pay a neighbor to take me costing me 30 bucks for their time. Anyway the site online also said there were 4 of the Liz Claiborne puffer coat with faux fur hood liner in stock in black in size 2x so instead of having to repay for the coat over the phone with my debit card and then have to wait for them to send me shipping stuff to send it back and quoted it being 4 to 6 weeks before I'd receive money back so why even though pain to go there I did anyways and also cause was bought for bday on the 3rd of December for her party. Anyways I wait in line for 45 min tell guy what the issues are he does a refund and I explain I bought the coat on sale and it is now full priced almost aka $230.00 I was refunded $65.00 onto a gift card which I wanted the same coat just not defective. Anyways he calls female associate to assist me in locating one of the supposed 4 in stock same color Black same size x2 cause ran very small and that was equal to an XL in normal average sizes. Anyways another 30 min later and searching entire section we are unable to locate any of the 4 supposed to be in stock at the location. That associate then asks if I want to just get same coat in blue color instead which I explain no I want the one I had cause it will match everything she then asks can a 1x work which I explain the 2x is barely large enough as they are similar to asian sizes and run very small. So back to the line we go and I am then forced to wait another 20 min in line which again not supposed to be on feet cause heart issue and getting over having had pneumonia. This time opposite guy at the desk takes my order on we re explain the whole situation all over and he tries to explain my gift card is not enough to reorder the coat cause it is no longer on sale at which time I tell him the other guy did that when I only wanted even exchange and whole reason. I drove that far was it claimed they had 4 or 5 in stock in that size and color. He then tells me okay well he can reorder for me online and price adjust the difference etc etc so I agree at this time have been in store going on hour n half. He fills out stuff then informs me he is gonna have it sent to store cause it will arrive quicker and get expedited shipping overnight and at most will be the 5th to do that way cause to have shipped to my place would be the 12th to 16th to get it. An mind you this was present for the 4th again of this month aka now 3 days away. Anyways he asks me of I want same size color etc and says back to me black in size 2xl etc etc. Then tells me that it is all set hands me my receipt tells me to hang onto.the gift card in case it gets cancelled etc or something happens where I do not receive it or they are out of stock etc. So I say okay and even though I am not just right around corner from the store I agree to this ship to store cause that is only possible way I will have my gift on time for mothers bday party as otherwise I would not have for two weeks afterwards. I get notification today that it has shipped and not to head there yet but will be there by tomorrow etc etc. Well I happen to take a double look at it and notice it says size 3x not 2x. He ordered the WRONG SIZE!!! I then immediately call the 1800 number for customer service wait for 20 min on hold they tell me that there is nothing they can do it has already shipped to the store etc etc. So I tell the lady this.. so you are telling me ma'am that because your associate at the store ordered the incorrect size which also was due to my getting a defective coat with a giant rip in it exposing the stuffing of jacket and had to already inconvenience myself by driving well beyond my way to do this just so he could order the wrong size and they can tell me now I have to make another empty meaningless trip there tomorrow just to have them hopefully order the right size that time when the party is then gonna be in 2 days from tomorrow as it is. The woman then tells me she is terribly sorry for the ASSOCIATES mistake error etc and tells me she is gonna contact the store manager at that location to see if they have anything else that can be done cause they would just call them if I call and since it already shipped their hands are tied unfortunately. So I wait 10 more min for her to connect me to Franklin Park Mall JCPENNY manager. She gets on phone eventually and I re explain the situation to her. She tells me she is sorry that the worker was trying to help and they must of had some misunderstanding etc or were confused heard me incorrect etc . I tell her ma'am he asked if I wanted the same one in same color same size I said yes. He ordered a size larger if I wanted that size they had that at the store and I wouldn't have had him order and just got that one. She then just keeps making excuses for the worker saying nothing she can do etc etc. I tell her I have to have this for a present in 2 days now since it is going there to them there is no way instead of making me drive way out there tomorrow just to have to re exchange the mistake her worker made can they just order me the 2x and have it just be held there so I can exchange when I come since I am already probably not gonna have my gift on time as it will be day after if they are to order it today even etc etc. She says while she understands there is nothing that can be done for it has already shipped then I say so you're telling me because he screwed my order up I now wont have present for my mom in time for her bday and would like it by following day at very least. This was at 11am today she asked me for my phone number says let me try and get something figured out for you and I will call you back here shortly I tried to call there 4 times and was no option to connect to operator or customer service only salons sephora and few more I tried to hit just to have someone transfer me and nope no answer on any option just great. Anyhow it is now time for close there and no return call no solution to this error and now my moms present will be to me who knows when she will be able to get her present and I now have to have 2 wasted trips wasted gas wasted evening for both of their mistakes an hopefully it is still available for when they pull their heads out of their behinds. This is not customer service my God the woman kept making me feel like she was defending the worker and I must have mislead them to enter info in system incorrectly when I said specifically I want same color size and style. Smh will think twice before I use Jcpenny for an important event again.