Siobhan sent a message to Marvin R. Ellison – President of J. C. Penney Company Inc.- email address that said:
Hello Mr. Ellison,
I wanted to make you aware of a situation that occurred at one of your Jcpenny Stores at 5050 E Ray Road Phoenix, Arizona on April 4, 2016 at 12:30PM. I walked into Jcpenny to return a pair of pants and once I completed my transaction I walked over to look at some other pants and decided to try them on. I went into the fitting room and the pants were too big so I went to get a smaller pair. When returning to the fitting room I noticed a lady was staring at me which I did not pay much attention to at the time. I entered into the fitting room tried the other pair of pants on, placed the pants that were too big on the return cart in the fitting room and proceeded to the cash register to make my purchase. Which your store cameras would show you. When walking towards my car a man aprochched me and stated come with me or you will be placed in handcuffs. He scared me because he was very close to my face and made me think he was trying to take my purse and then he showed me his badge. I asked what is this about, he said again, come with me or I will place you in handcuffs. At this time I’m very emotional, crying, embarrassed, scared and highly offended because I knew I didn’t do anything wrong and was not being told what the issue was. So of course this is now really scaring me even more, because I still have no idea what’s going on. I go with him and the same woman that I noticed staring at me earlier on in the fitting room, into a back room. I then began to remember this same lady was not there when I left the fitting room. The man and woman then rudely went in on me accusing me of taking a pair pants. I said pull the video tape because I did not take anything. They kept saying they saw me take the pants and at this point I am calling my husband and sister so they could hear the conversation of these rude accusations. Then the lady said show me your purse which of course I did and she did not find anything. I’m still crying, embarrassed and frustrated again asking that they please pull the video tape so they could clearly see I did not take anything. They both continued to be very rude and accusing me of something that they still would not show me proof of me doing. NEVER once was I asked to show them my receipt or ask my side of the story. Because the woman who THOUGHT she saw this act, would have had to see there was a pair of pants sitting on that cart in the fitting rooms, WHERE I PLACED THE PAIR I COULDNT FIT. Finally the manger of the store comes and says you can leave. No, explanation of why, just that I can leave. I said now why if I am being accused of this horrible thing would you just let me go? I again asked to see the video tape showing me doing this. He said I can’t discuss it but you can go and I told him I want to wait for my husband, he then told me you can’t stay here, you will have to wait outside.
My husband had finally arrived and so we went back into the store to speak with the manger and security. They proceeded to apologize (because they had apparently seen the video by now AFTER HOW I WAS REPRIMANDED) and were actually surprised how everything had happened and said it will be taken care of. Apparently the person who viewed the video stated he is new and unaware of the situation. The manager then gives me a number for a Karen the district manager. I Also, spoke to Monica Sorenson which is the district manger and was told they will have all the names of everyone involved. Also, I reached out to corporate which advised me someone would call me, which NEVER happened. Monica Sorenson stated they would give me apology letter and 100.00 gift card. Which is not enough being humiliated, fasley accused , embarrassed and now nervous about going into stores because of being afraid I will be falsely accused. I reached out to a lawyer because of this and was told listed below are the things they did not follow in your store:
Never asked for my receipt
Never asked what happened
Never showed me the video tape
Not in the fitting room when I came out
Never saw me purchase the merchandise or return the pants in fitting room
If they would have followed these steps I would not have been detained at all. And would not be having this conversation.
I have shopped at Jcpenny since I was a little girl and loved shopping there until this situation. I would like to still receive an apology letter and because of the awful humiliation of being falsely accused and so embarrassed I just feel there is more that can be done than just a 100.00 gift card. Im not sure what, but it just isnt right and I just feel the mistakes that were made by your store staff and the way I was made to feel is just being brushed under the rug as if this is normal and how your stores conduct their affairs at all times.
Well for me, this is not normal and I can only hope my words of expression are being heard and respected.
Thank you for your time