Christie Davenport sent a message to Marvin Ellison that said:
Hello Mr. Ellison,
I just wanted to tell you I think you are on the right track but need to fix 2 very important things at JC Penny. Kohl\'s is way easier to shop at but I like your merchandise better. I shopped at both one week and figured out the 2 main problems.
1) DRESSING ROOMS! I had to wait 20 minutes for a room EACH time I went to try something on. People left out of line tired of waiting-lost sales! Kohl\'s had tons of open rooms in every dept even when busy- huge difference! And it was hot in the store- in TEXAS! NOONE wants to try on clothes when they are sweating! It was ridiculous, turn down the AC! Make it a comfortable experience; people were angry!
2) CHECKOUT IS A BEATING! 30 minutes to checkout on a Tuesday night is ridiculous. I breeze through checkout at Kohl\'s, barely a wait.. ever! Again, people left-more lost sales. Put in checkouts throughout the store instead of this terrible way it is now. Returns and customer service seperately from checkout. I saw so much lost sales in one trip, I felt I had to write you.
You have the nice store, you have great merchandise but these 2 critical things are keeping people away. Fix these, advertise it and you will be the best! I just wanted to help you because I know these are the keys issues I got from my comparison shopping trips. Do this and you will succeed, I promise! Good luck to you Sir!
