Emily sent a message to Marvin R. Ellison - President of J. C. Penney Company Inc.- email address that said:
So far any changes you have made have not affected the Arrowhead Mall location in Arizona. You have employees who should NOT be employees. Saturday I took my 1 yr old for her pictures. We had a 2:40 appointment and I arrived at 2:30. The two employees in the Portrait Studio were assisting current clients. I waited patiently until Chevy (yes that is her name) became free. She had a moment while her client were deciding on prints so she greeted me and began our paperwork. She finished up with her clients first (Josie - the only other employee there) was still with clients. Chevy began setting up the room and I continued to try to keep my 1 year old "happy". As if pictures with infants and toddlers is not stressful enough. While Chevy was setting up the room a family walked in. The mother was very impatient as she even looked inside the two studio rooms. When Chevy returned from setting up - Rather than just greeting the customers and informing them her colleague would be with them shortly - she began and proceeded to help them!!! Excuse me I have had 2:40 appointment - here with a baby and now your wasting more of my time to help another family who's appointment is at 3pm. And it is now 3pm. While she continued to help this family, I sat quietly trying to keep my little one happy - all of 3 feet away from Chevy and the family. The family began to assume Chevy would be taking their pictures. Now she did stated, she would not be as she had an appointment waiting (YES, that's us, right here 3 feet from you); however the mothere wasn't too happy as she would have to work with Josie. After they continued to talk, continue to stall - became in cahoots with one another - Chevy felt it was RIGHT to say, that's ok, I'll have Josie help them (that's me) and I'll take care of you! EXCUSE ME!!!! I stood up and yelled at this point as this is NOT how you treat customers. Even with me stating in front of all of them - the right thing would be to tell them they would have to wait - Chevy still didn't see how she was doing anything wrong. Wrong!!! It all began with helping that family rather than servicing my appointment which was prior to theirs!!!! My time is money. I am a very hard working mother of two children - both under 3 years old - I work a full time job, a part time job and my husband works a swing shift - 60+ hours a week. So much time was wasted on this rare Saturday of me having off and free time to capture moments of my daughter! To top things off, I get home and call the customer service number in hopes of getting Chevy's boss's contact details and his/her Districts managers contact details. The lady on the phoned informed me she does not have access to that information and suggested I call the store and ask to speak with "THE" store manager as he or she would have that information. I did just that however, that was another "worst service ever experience". A male names Albert answered. I informed him I wanted to speak to "THEE" store manager. He stated he wasn't sure if he was in, please hold. A few seconds later a male answered, very quickly and abruptly stating "HOW CAN I HELP YOU". I asked him to repeat as I didn't even understand him he spoke so fast. It was such a hurried, nasty tone. I then asked him who I was speaking with as I couldn't even get that courtesy. He abruptly responded with only "BRIAN". I then had to ask if he was the store manager. HE rudely stated "I'M THE MANAGER". I then stressed asking if he was "THEE Store manager as I asked to speak to Thee store manager". HE VERY rudely responded no, he's not in. Within a second I said "well, you're already not very helpful and HE - BRIAN - hung up on me. MY husband witnessed all of this and immediately stated grab the girls were going down there. While confronting Brian at the store all he did was Lie and Lie and Lie along with excuses that I was yelling at him. First, my husband witnessed that was not the case. At this point, my husband became very upset, almost loosing his cool and stressed, you are the Customer Service Supervisor, even is someone is yelling at you - you DO NOT HANG UP ON THEM!!! He believe he was at that right! THIS IS HOW YOUR EMPLOYEES TREAT CUSTOMERS! Needless to say, they do NO training and ANYBODY can be employees much less in a managerial roll.
