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JCPenney

Posted: Jul 17, 2017 by    

customer service

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On Saturday July 15, 2017 I went to Stonecrest Mall with intent to visit my favorite stores: Dillard and Macy's. While enroute to one of the stores, I passed J C Penny and decided to check out their Lingerie Department for possible sales. While there I overheard two ladies commending on the lack of help available in that department. Apparently one found a salesperson and ask for assistance, because an overhead page requested was sent out. As I continue to browse, I overheard one of the ladies lament that several minutes had passed and no one had come. Approximately 10-15 minutes later as I approached the jewelry department counter to check out, I could see the lady who was waiting to be assisted approach a salesperson, stating that she had been waiting a long time and no one has respond to the page. (There were two salesperson in jewelry, one was checking out a customer and the other was standing nearby). I observed the one standing in area leave and approach two other salesperson. The three stood in a group and seemed to make glances at the woman in need. Meanwhile, the woman waiting for assistance looked at me, shook her head, and stated to me "This is ridiculous." I acknowledged to her that I heard the overhead page go out several minutes ago and agreed the wait was far too long. Approximately two minutes later, I noticed a young woman with an annoyed look approaching the Lingerie Department and glancing sideways toward the lady. The lady had her back turned so I advised her of the salesperson's presence. At no time did I observe the young salesperson appear apologetic for the customer's wait. I then turned my attention back to the salesperson at jewellery counter who was completing a check out. After bagging the customer's items, to my amazement she walked away. Knowing that she saw me there because I was standing parallel to the register and was very visible during the earlier exchange between the upset customer and her co-worker. However, I was relieved to see the salesperson retrieve a form, return to her station, pick up the form and read the contents to a caller. Although I think she should have acknowledge me and said she would be with me shortly, I dismissed her behavior being I would be service once call was completed. However, when she completed her call she never looked at me, walked away and joined three of her co-workers across the room and began a conversation. The salesperson who assisted the customer in getting help was able to look across the room and see me standing there. I walked over to the group and stood there to be acknowledged. The salesperson (sorry to keep addressing her this way) who assisted the lady and who was looking at me from across the room, ask if she could assist me. I then requested the complaint department number. With that the salesperson who would not assist me, nervously walked away. I gestured towards the salesperson and ask her name and was told "Kendra." To my surprise the salesperson identified herself as Kendra's supervisor. I recapped everything that had happened and the supervisor stated, "Sorry you had a bad experience and hope it doesn't stop you from shopping at J C Penny again." This supervisor wasn't apologetic or empathic to the first customer, nor was she with me. I felt that if she was sincere she would have found someone to checked me out. She just allowed me to walked away and then I observed her and "Kendra" talking and watching me as I stood in a long line for service. For the supervisor who wanted to know if I would come to J C Penny again, the answer is no and would not advise my friends or associates to. As a US Veteran, I understand the meaning of service. Too bad J C Penny's salespeople don't.
Complaint comments Comments (0) Complaint country United States Complaint category Business & Finances

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JCPenney Logo JCPenney
Customer Care Service
6501 Legacy Dr
Plano
Texas
United States - 75024-3612
+1 800 322 XXXX
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