Jennifer sent a message to Marvin R. Ellison – President of J. C. Penney Company Inc.- email address that said:
Today, I received the worst customer service ever from your company. After today, I will never set foot in another JcPenney store, nor will I place another order with JCP.com!
Details of my last order:
-Place order with JCP.com on8-14-16 (2 items)
-Recieved email 8-15-16 saying it was on the way and would be available for pickup at the store in 4-7 business days.
-Never receive email stating that the order was ready for pick up
-On 8-29-16, I received an email asking me to reat my purchase which I have never received.
-On 9-1-16 (today), I went to the store and asked about the order.
-I was told that they only received part of the order so they had returned and refunded the order this morning. However, they still had one of the items in the store and I could repurchase it. I asked why it would be returned and was told that is what they have to do when they do not receive the entire order. I did not repurchase the item. I was told by the salesperson at the store that I would have to deal with JCP.com for notification of the return.
-On 9-1-16 (today), I called JCP.com after my experience at the store. I talked with a very rude representative that told me that she "has nothing to do with making sure that items are shipped or delivered" and that she "only works for JCP.com.
-I was again told I could order the items again.
-When I asked for some sort of proof of the return or refund, the representative said, "Is there anything else I can help you with?"
-At this point, I asked to speak to a supervisor.
The supervisor was equally as rude and refused to help me in any way.
At this point, I was quite angry because no one would take responsibility and everyone refused to give me proof of the refund. I told the supervisor that it was against the law to hold my money and not deliver the items. I also stated that if I did not get some kind of proof that I was getting a refund that I would contact a lawyer. At that point, the rude supervisor told me she was ending the call because I was calling a lawyer.
After this experience, it is no wonder that JcPenney has been a struggling business over the past few years. If no one in the company (at JCP.com or my local store) will take responsibility for the orders and will not help a customer in any way, then people will not shop there.
As I stated earlier, I will never do business with any part of the JcPenney company again. I hope that someday soon, JcPenney can get their act together so that you are not out of business completely.
A very, very unhappy customer,
Jennifer
