Jim sent a message to Marvin R. Ellison – President of J. C. Penney Company Inc.- email address that said:
I asked the jewelry clerk if he could ring me up. There was no business at the counter and the assoc. were just standing around chatting. There was a line of 20 people at the registers. His reply was a clear indication that both the associate and the store do not understand or value customer service. It is the only differentiator with other retails. His response should have been, "Yes sir, I'm glad to help". That would have been a win for JCP as this was my first, and now probably last visit. His reply should never have been "well, we are not really supposed to" "If I take you, I'll have 20 other customers over here". If your clerk and register are not busy they should be working to help clear the line up front. Customers and the money they spend are the sole reason your associates have employment. In fairness, he did ring up my small purchase of a pair of running shorts. He did so begrudgingly and with his tone of voice, condescendingly. If you are to turn your company around, Customer Service might be a good place to start.
Best regards,
Jim
