Alan sent a message to Marvin R. Ellison – President of J. C. Penney Company Inc.- email address that said:
I'm sorry to bother you with this, but I thought you should be aware of my experience as a J.C. Penney customer:
I went to a JC Penney Store in Concord, CA and ordered patio furniture. When it was delivered, the table was missing. That’s a pretty critical part of the furniture set. I called customer care a few days later. Had I not phoned, they would have just kept my money for the incomplete order, and never contacted me. I was told someone would “get back to me” in 24 hours. That did not happen. After waiting another few days I phoned again. This time they told me the table was no longer available. I asked what they could do to resolve this. The only thing they offered was to refund the cost of the table that didn’t show up. I mentioned that I didn’t want an incomplete patio set, and asked about sending another complete (and matching set). Finally a “supervisor” came on the line - who was incredibly rude and just plain mean. I would have thought that someone would have at least been sympathetic and that an attempt would have been made to keep me as a customer, (I’ve had a JC Penney account since the 1980’s). The experience was frustrating and disappointing. JC Penney just lost this loyal customer.