Marissa sent a message to Marvin R. Ellison President of J. C. Penney Company Inc.- email address that said:
Hello Mr. Ellison,
I am writing to you today because I am very upset with my recent JCPenney online shopping experience.
Before I start, I want you to know that I have been a loyal shopper of JCPenney for probably 10 years (I'm only 26). I've had a JCP credit card for probably 8 years. I always pay my bill on time and in the past would definitely recommended JCP to my friends.
In the last year I have had 2 horrible experiences shopping online at JCP. The first experience I had bought a sweater for a special occasion, probably 3 or 4 weeks went by, my card was charged, and my sweater never came. I contacted customer service by email and asked why my order never came and was told that the time had passed for my sweater to be shipped which still makes no sense when I think about it. So they were going to reorder the sweater for me, and once again, it didn't come. They ended up sending me the sweater for free because I complained about the whole experience. And then a couple weeks later I was sent another sweater (the exact sweater) and was never charged for that one either. Oh, and I didn't have the sweater by when I needed it!
Most recently, it was about 2 weeks ago (3/13/16) I placed an online order with 2 mens dress shirts, a tie, and a womens tshirt. The tie shipped, and the next day I had it. The shirts said they shipped and my card was charged (I think on 3/14/16) however the tracking never updated, I contacted JCP customer service by phone and was told that UPS workers probably never scanned the package and that basically I should wait 7 days to see if it arrived. Well Im sure you can guess where Im going with this. The shirts never arrived so I attempted to call customer service a second time, but in the meantime I tried using the online chat with customer service option because the wait time on the phone was so long.
The person I was "chatting" with was very helpful and reordered the men's shirts for me (they were a gift for my boyfriend). I got an email confirmation, but then a minute later I got another email that said my order could not be processed, and that I had to call customer service.
I called customer service and it said my wait time was 3 minutes to talk to someone. About 8 minutes later I was finally connected with someone who proceeded to tell me that the coupon code for my order wasn't working because it was expired. It was valid when I placed the order, it was expired at that point because it was over a week later! I had also used a code when I placed the original order for $10 off for my birthday. The customer service person put me on hold for about 10 minutes because she didn't believe me what it was for and apparently thought I was trying to use someone else's rewards? I'm really not sure. My shirts have been delivered and it is taken care of, but once again I didn't get the order by when I needed it, and even more frustrating, I had to waste about 2 hours of my time taking care of this when it was someone else's mistake.
I just want you to know that shipments getting lost is unacceptable. One time would have been bad enough, but two times in one year is just ridiculous. I was very upset with the way I was treated when I called customer service, the lady treated me like I was lying to her, when I was just trying to get my order completed. I realize I am just one customer, and in the grand scheme of things, you're still going to make money even if I stop shopping at JCP, but I'm sure if it happened to me, it's happened to many others.
I'm sure I will still continue to shop in the store occasionally, but I will never shop on jcp.com again if I can help it. I shop online a lot because of the convenience, and JCP is the ONLY online retailer I have had so many issues with. I realize with my first experience I got a free sweater out of it, well two free sweaters, but just think of the money you are losing because the shipping carrier you use is losing packages, or if your workers aren't doing their jobs to get packages shipped like they are supposed to.
I don't know what the issue is, but I can tell you there is a real problem that needs to be fixed. I am very disappointed with JCP and doubt I will shop there as often as I used to.
Thank you for your time. I hope that you can fix these issues with your company so that other customers don't face the hassle that I have had to.
