Sabrina sent a message to Marvin R. Ellison – President of J. C. Penney Company Inc.- email address that said:
Good day Mr. Ellison,
I am reaching out to you as a loyal JCP customer who have been shopping here since the 80’s. I placed a store order 11/2/2016, I needed my order prior to Thanksgiving as I am hosting a large family dinner and wanted to make sure everything was nice and a pair of boots for my daughter to wear on this day.
In the past when I ordered I receive calls advising me my order is ready for pick-up and I never received this call, when I checked my email over the weekend I notice the attached email stating don’t forget your order and we will be gladly hold your order until 11/17/2016, when I got off work yesterday to go pick up order up, I was advised by Yvette that she could not find my order, I gave her all the information from the email as well as the number used, NOTHING – I could not wait around as I had to pick my kids up from daycare.
When I got home, I called back up to the store several times and the only department that would answer was appliances, which for some reason, I knew I would get an answer because it’s new to JCP, and they’re trying to sell that product. The gentleman that answer told me he could not transfer and that I would have to hang up and call back to the HOME department, I followed his instructions and did so twice before, so I called back and again reached out to appliances and got an answer, letting him know that I did what he instructed me to do, however, this department is the one answering calls tonight and I need to speak with a manager, he stated he had to place the phone down due to him not having a hold button and he will call a manager. Gloria, came to the phone and I gave her my information, she advised me that she was the only manager working, but, she would investigate and call me back, she did advise me that the person in charge of online order sent my order back on 11/16/16. When I asked for the store manager name, I was given Karen, I asked Karen, who, Gloria stated she was not allowed to give out her last name. Also, Gloria keeps stating that my card would be refunded back of these charges and she apologizes, well this is not enough as I sat and cried last night this have truly put a destroyed on my day/holiday.
Mr. Ellison, this unacceptable as this have ruined my plans for the holiday and makes me want to turn to social media and local news letting them know my experience. We live in a day and time where if you are a manager, the full name should be given to a customer as they should know how to manage a store and take care of customers as well as instruct their employees that the client experience comes FIRST.
What can be done to fix this matter?
Please advise - Thank you!
