Kelly Schattie sent a message to Marvin R. Ellison - President of J. C. Penney Company Inc.- email address that said:
Hello Mr. Ellison,
I am writing you to let you know about my horrible customer service experience that I have received from JCP telephone representatives over the last 3 days. I placed an order online on Sunday the 6th, as I hit submit I realized that I had not updated my home address, we just moved last week. I immediately called the customer service line, waited 45 minutes and was told that I would have to wait for a tracking number to be able to update my shipping address. I was fine with that answer and waited for my tracking number. On Monday the 7th, I received an email with my tracking number and called to try and update my address. Again I had to wait 45 minutes to be connected to a representative. I finally spoke to a rep and she told me that my tracking number that I got from an email from JCP was not correct and that I would have to wait until today the 8th to call back. Today I tried calling again and the rep after a 70 minute wait this time told me that I still cannot update my information. At that time, I asked to speak to a supervisor, because I have already waited on hold for over 3 hours of my life and did not want to hale to call back again. When the supervisor (Lucy) got on the line, she said (and I hope you can pull up a recording) mam has my rep already given you the info that we cannot update until we have a tracking number not let me see what I can do to help you. At that time I got very upset, I tried to explain that there had to be a way, as a customer I should not have to sit on hold 4 days in a row for an hour at a time, she would not even let me talk, I could barley get her name from her, and then she hung up on me. I need someone to help me with this. I know I do not spend millions of dollars in your store, but I do spend quite a bit of my hard earned money and have been a customer for a very long time. At this point, I am ready to cancel my credit card, ready to cancel my order and never shop in your stores again. Can you please help, one of my packages is supposed to be delivered tomorrow, to my old address. Please, I dont know what to do. Thank you for your help with this matter.