Tina sent a message to Marvin R. Ellison President of J. C. Penney Company Inc.- email address that said:
Dear Mr Ellison,
Yesterday I emailed you about my concerns with your companys shopping app. Today I want to share what happened. I received my order confirmation within minutes of placing my order. However, seven minutes later I received a new email stating what I ordered was not available ( it did not say out of stock - but not available ). So, of course Im wondering why would your Ecommerce site have merchandise that can no longer be purchased. That's just bad business. Then, about one hour after placing my order I received a third email that said it was my receipt. A receipt implies you either I had my credit card charged or I was given a refund. But this email did neither. What it said was my items were placed on back order and the date of shipment had been pushed out. Both the merchandise cost and my bill were 0 dollars. So now I know my card wasn't charged for something you couldn't get me. However, not available implies your company no longer has access to this merchandise. While out of stock would mean you currently don't have it on hand but you could get more. Hence, it becomes back ordered. My point : your Ecommerce site is very confusing to customers, which leads to subpar customer service. Which leads to a reluctance to use the site again. Which in turn makes me wonder if I should even shop at JC Pennys anymore. Please keep in mind Ive shopped at JC Penny's for women's wear almost exclusively for over 30 years. Basically, you have a serious problem with your back end ( stock information) communicating in a timely manner with your front end ( the app). Again, this leads to poor customer service. I know your predecessor worked on changing the shopping experiences inside the store which you have since reversed. But I hope you understand and embrace the importance of Ecommerce for a retail store. I hope you will put your personal attention and the companys money to focus on a better, higher quality, and more customer service focus with your Ecommerce. Like it or not it is now a staple of retail that if ignored creates a business to tank. And let me give you some background on myself as it relates to my concern. I was an officer in the United States Air Force for 10 years. My job was being a business analyst. My staff and I would advise the head general on base what was the most efficient and effective use of his human resources as well as being the point man on best business practices for all the base units and implementing Total Quality Management ( TQM). When I left the Air Force after ten years of service I went to work for IBM ( I really relied on your company's petite section to meet the IBM dress code, by the way). At IBM I worked on both Y2K and the budding retail delivery system of Ecommerce. I share this with you because I want you to understand why I see these deficiencies with your Ecommerce ( today I'm an elementary school teacher, serving my country in a different, yet vital role). I truly hope that you, yourself get to read my emails and that this website that I'm using is legitimate. Because I need JC Penny to survive its competitors. And I hope that all your gatekeepers will allow you access to these emails. I used to always tell my staff to give me the good , the bad, and the ugly. I told them I cant fix what I don't know about. Hopefully you've surrounded yourself with people that have the courage to tell you like it is, verses preserving their status and ambitions. I welcome a personal response from you so I know you've seen this. You have my phone number. I'm going to write you a separate email about my concern with your buyers, especially regarding the Woman's Petite section ( I forgot to mention that after IBM I went to work for Home Depot in their now defunct Store Leadership Program - a program that brought outsiders to the company to provide leadership and expertise to a company that was founded on the premise you promote solely from within). What I'm trying to say is I have the knowledge to understand your company's challenges. I hope you take swift action and allocate the monies to fix your Ecommerce. I want JC Penny to live on!!
