Mary Iasiello sent a message to Marvin R. Ellison - President of J. C. Penney Company Inc.- email address that said:
Dear Mr. Ellison,
As CEO of JC Penney, I thought you might be interested in a recent shopping experience I had with JC Penney. I had placed an order online and requested shipment to my local JC Penney store (Staten Island Mall, NY). I received an e-mail stating that my order was in store and I had until September 30 to pick it up. I was away and wouldnt return until October 1. I contacted JC Penney.com to obtain an extension to this date. I was told to call the branch where the order was to be delivered. Thats where the frustration began. I tried on three separate dates to reach my local JC Penney. Never an answer.
I then decided to call customer service and told them about the no response. The representative tried herself to reach the store to no avail. She was baffled by this. She told me to call back the next day and she would have someone look into it. She would flag my account. I called the next day, the representative knew nothing about it, no notation on my account. She put me on hold so she could further investigate. After a few minutes, I was disconnected. I gave up trying to contact anyone. I decided to wait until I got home and on October 2, I went to my local JC Penney store and, by some miracle, I thought maybe my order would still be there. No such luck. I was told the order was cancelled and the items sent back on SEPTEMBER 29. So even if I got to the store on September 30, my order wouldnt have been there.
In the past I have shopped often at JC Penney but after this experience, I will not be patronizing your store and would not recommend it to anyone.