Katherine sent a message to Marvin R. Ellison – President of J. C. Penney Company Inc.- email address that said:
Dear Mr. Ellison,
I hope all is well.
I do not normally write to directly to any CEO or file any complains easily but I just really want to air my side since I really felt that I was not treated with professionalism at the Photo Department at Northridge, CA location.
My family and I went to this location last November 25, Friday for 7:30 Photo shoot. Everything went well and I was happy with the photos. We the Christmas greeting card and placed our order. We were told that it would be ready by Dec.3, Sat.4pm. I decided to give them a call last Friday Dec.2 to check the status of my order and guess what?! They could not find my order on the system (for some reason the order did not go through) even when they provided me a receipt last Nov.25 that it was placed. So I decided to swing by and make sure to resolve this issue. They offer me three complimentary prints as compensation which is nice but when I asked when will my orders be ready fro pick up then it turned sour. I was hoping since they were inefficient enough to put my order that they would offer to expedite my order. So I started to reason out with the Manager for a consideration but he darn tried his best to turn the table and put the blame on me for not having my order on time. First of all, if I didn't even called them last Friday, they wouldn't know either that they didn't put my order in. Second of all, he was trying to blame me for not checking my email to "confirm" my order! Really?!?!?! I was personally there Nov.25th and placed the order with his associate which mean I did confirm "personally" confirm for them to go ahead with my order. The manager really managed to upset me that I end up shaking and teary eyed! So would that mean if any of your customer missed to check their emails, JC Photo Dept.would automatically missed their orders too? I work on a retail industry and I know ethics on how to deal with unhappy customer. We definitely do not try to put the blame on any of our customer to cover up our inefficiency. Golden rule is "Customer is always Right". In my case, I was clearly to blame according to the manager since I did not check my email! Instead of him call his associate and let them be aware of their mistake, I get the blame instead for missing my order. So to make the story short, I was hoping to get my order at least the latest Dec.6, Tuesday but the Manager sarcastically replied to me that there's no way that they would squeeze my order in because there a lot that is ahead of me. In short, though luck to me and I just have to be patient and understand their mistake of not putting my order in. I'm sorry but I was really disappointed and angry when I left. If not for the photos which meant a lot to me, I would not ever step to your store ever again. I have no choice but to go back and pick it up on Dec.8
I just want you to take in consideration to take time and talk to your HR department to have some kind of training for this Managers on how to deal with unhappy costumers.
Thank you for your time and hoping that things will get better in JC. Photo in Northridge, CA.