J. White sent a message to Marvin R. Ellison President of J. C. Penney Company Inc.- email address that said:
Treacherous Customer Experience
To Whom This May Concern:
Id first like to make it clear that Im a loyal, long time JCP customer. Ive maintained an account with your company for going on 10 years and always considered your stores to be a welcomed and refreshing experience free of the typical high pressure department store norm.
However, that all changed last week when I visited your store located at 23523 Grand Cir Blvd, Katy, TX 77449 on Monday, November 20th at approximately 7pm. Id never been to this store before, but decided I would give it a try, considering I hadnt ever been to a JCP that wasnt in a mall. Put it plainly: I will never be shopping your company again! My experience was unlike anything Ive ever experienced before in my life; riddled with disrespect, insults and seemingly unending deceit.
I visited your store to simply return items Id purchased online, but it became a nightmare. After waiting in line for more than 20 minutes, the individuals at the registers presented themselves in a belligerent, rude and overwhelmingly disdainful fashion! All of them worked in collusion and stated that they didnt know how to refund something purchased online, even though it was bought using a store card and was being presented with a receipt days after purchase. It was as if they were under the influence of drugs or something and completely unable to comprehend the most elementary concepts. The items hadnt even been tried on with all original tags still in place! Someone suggested I should receive some sort of "voucher" and walked away never to be seen again. When I refused this and insisted they return my money, they commissioned several other women who took my receipt and walked away from the register altogether. This concerned me gravely, because my personal information was printed on this paperwork and they all seemed to be acting with elevated levels of malice! I was even left alone at the register, standing there with my merchandise for more than 20 minutes and no one even attempted to scan the items or receipt!
After waiting all that time, it was apparent no one was going to help me, I went in search of the women who Id seen walk off with my receipt and found one of them--Sania. She was aimlessly walking around the store, receipt in had. It was obvious this was all some game they had orchestrated in front of numerous customers just to waste everyones time! I requested my receipt and left the store without anyone ever returning my money!
Its offensive in every sense of the term to walk into a store with your receipt for items you just received and be told by individuals working there, that they refuse to refund your money!! Their job is to follow the procedures youve outlined for returns--stated right on the document--but they behaved deviously cause me great strife and made me feel undervalued and as if I shouldnt shop at JCP! I actually captured video and audio of this encounter with your representatives and believe it should be shared with other current and potential customers so they know to avoid your establishment this holiday season.
NO ONE DESERVES TO BE TREATED LIKE THIS WHEN THEY HAVE BEEN AS LOYAL AND CONSISTENT AS I HAVE WITH JCPENNEYS!
Strongly,
J. White
