Margaret sent a message to Marvin R. Ellison – President of J. C. Penney Company Inc.- email address that said:
Mr. Ellison,
Today I had a frustrating 45 minutes with JCPenny which I would like to share with you.
My husband has a buiness conference this week. I decided to buy him some new dress pants. Sort of like buying the kids new back to school clothes, except these are grown up clothes and a grown up conference. I got on the app on my phone and searched for what I wanted. Included in my search was the feature "Pick Up in Store Today." I narrowed my search by size which reduced my choices from something like 107 to 9. I was good with that because I.WANTED.TO.PICK.IT.UP.TODAY.
I selected the pants I wanted to buy. It said there were three colors available. I picked each of the colors but ONLY ONE was AVAILABLE FOR IN-STORE PICKUP TODAY. I picked that pair of pants and paid for them. Lest you think I am being frivolous. I have, hopefully, cancelled this order because this has turned into an ORDEAL an I do not want to pick the pants up in store in a week. I want to pick them up in store TODAY, TOMORROW at the very latest.
Since the App on my phone didn't work, I got onto my computer. Again I designated that I wanted IN STORE PICKUP TODAY. That, again, reduced my choices. I was good with that because I do not expect the store to carry all items that are available. However, when I tried to check out after picking a pair of pants, it was AGAIN telling me that it would be delivered to the store in 5-7 days.
So, I called the number on the e-mail you sent. I had a very civil conversation with a woman in Baltimore who did not appear to understand what I wanted to do: Buy a pair of pants for my husband TODAY. I asked does this feature work or not? She did not appear to know. I asked if I could speak to someone who did. She transferred me to a woman in Columbia. Again, I had a frustrating, but civil conversation with some woman who did not appear to know whether this was a feature that actually works. I asked her to connect me to someone who could tell me. I spoke to another woman, whose location was a mystery who finally told me that NO that feature DOES NOT really work. O.K. thank you.
If this feature does not work (as it appears not to) then remove it from the app and the website. If it does work, them why was it not working for me or what did I need to do to make it work.
Now I've spent over an hour. I've not gotten my husband a new pair of pants, which he doesn't really need but I thought it would be nice. I am frustrated. I do not want to go to the mall (where I can never find any knowledgable help) to try to find these pants. So you just lost out on a sale, and I probably won't ever come back.
Thankyouverymuch,
Margaret
P.S. Please do not have your local store manager call me to apologize. This is not a complaint about him/her or that store. None of the JCPenny's stores every has any knowledgable help because y'all have gone to a business model which does not provide good customer service in store. I thought I could avoid that kind of frustration by using the App which you encouraged me to download. But I was in error. What I really want is for you to FIX your web page so that it will actually do what it says it will do and if it wont do that than remove that as a selection.
