John Milford sent a message to Marvin R. Ellison - President of J. C. Penney Company Inc.- email address that said:
Mr Marvin Ellison,
Re: Order # 217-1725-8013-3662
First off, I would like a response direct from you o this issue; not a subordinate.
It is my strong belief that there are too many cover up and fake apologies from corporations. I believe that many Americans just roll over when there are problems; I do not. If I have a problem, I want the top person to know. Otherwise change does not occur.
35-minutes on hold to get to C/S, then 10-more minutes to get a Supervisor, named Lucy - who cut me off hung up on me. They do not know how to disarm an upset or angry customer and/or to work with the customer. Additionally, they are not staffing for call volumes and/or special promotions.
I purchased 4-sets of dishes. 3-large plates and one medium size plate were defective. I had previously opened the dishes over the weekend and discarded all the packing materials. When I noticed the defects, the boxes had been hauled away.
All I wanted was credit for those pieces, one entire set replaced, or replacements of those pieces. I was not willing to purchase packing materials to ship an entire set back as required by C/S and I was not willing to purchase a 5th set of dishes.
More specifically, I will not stand being hung up on by ANYONE without reporting the incidents to Senior Management- the supervisor that hung up on me was named Lucy.
I was so angry, I looked you up on-line. Found the number for Corporate C/S and called them.
While typing this message, I was able to contact Corporate C/S and spoke w/Alicia who very efficiently resolved the dish problem to my satisfaction. She was also very apologetic for the previous lack of service I received along with the extremely rude hang up by a Supervisor named Lucy.
Customers should not be put through this type of crap - 26-minute waits for a C/S rep; over 10-minutes waiting on a Supervisor, then getting hung up on - this clearly indicated inadequate staffing of customer service or very poor call projections on inbound calls to customer service.
Now that I have calmed down considerable, I look forward to speaking with you direct about this matter.
Without a return call, it is doubtful that I will EVERY trust and/or shop jcpenny.com again. And as you know word of mouth is the best or worst form of advertisement.
Sincerely,
John
