Loretta sent a message to Marvin R. Ellison President of J. C. Penney Company Inc.- email address that said:
Dear Mr. Marvin Ellison,
I have been a JCPenney account holder for greater than 40 years. I have been progressively disappointed with the customer service with JCPenney and I have been ordering a great deal from Macy's in recent years instead. However, recently I placed an online order with JCPenney because my granddaughter loves Minnie Mouse. There was an adorable dress I ordered online along with a few other items.
I received the order in a few shipments yesterday and today. Unfortunately, the most important item, the Minnie Mouse dress was not included. The packing slip indicated it was enclosed, the bag indicated it was a dress but inside was a completely different item. Disturbing is the bag was open when received and the item was switched. When I called customer service I was informed there was nothing they could do but credit my account for the dress as it was now sold out. I do not see that as an acceptable answer. I ordered an item, payment for that item was accepted, and that item was not received. I believe that is a form of fraud. I was also told they do not have the authority to check if it is available in any store. Why do they not have that authority?
I have the photos of the item received, the packing slip, and the bag if you would like to receive them.
I am a hospital executive. As a seasoned professional, I am fully aware of the importance of quality customer service. Having customer service representatives state Im sorry there is nothing I can do, is really not an answer anyone ever wants to receive so I am not sure why they are clearly scripted to say those words.
I feel compelled to write this to you as I am angry I did not receive the item I ordered and was charged for. There are clear issues with the packing department; because in addition, one of the other three packages had the packing slip of the other package and vice versa. I do not feel I received an acceptable response to my complaint. The bottom line is I do not have the dress I wanted for my granddaughter.