• Report: #364210

Complaint Review: JC Penny Optical

  • Submitted: Mon, August 18, 2008
  • Updated: Wed, August 27, 2008

  • Reported By:Hernando Mississippi
JC Penny Optical
Wolfchase Galleria, Germantown Road Memphis, Tennessee U.S.A.
  • Phone: 901-384-0496
  • Web:
  • Category: Employees

JC Penny Optical Lousy Customer service...Made out to be a Liar by Optical Staff... Waste of my gas money and time! Memphis Tennessee

*UPDATE Employee: employee

*Consumer Comment: You sure are making a mountain out of a mole hill

*Consumer Comment: You sure are making a mountain out of a mole hill

*Consumer Comment: You sure are making a mountain out of a mole hill

*Consumer Comment: You sure are making a mountain out of a mole hill

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I had my regular eye appointment at JC Penny and decided its due time to order me glasses along with my contacts. So I spent over a hour picking the "right" pair for my face. I delt with Meredith in hopes to get a second opinion during my visit. Finally found a pair told Meredith I would call her the following day to order once I got my cc number..so she wrote down the number on the glasses for reference when I called. As planned I called the next day to order my frames. Spoke with Meredith and recited the numbers given to me. She said it would take up to two weeks for the order to arrive esp. since they were transitions. Two weeks passed, with no word from JC Penny optical I Called and was told my frames were in. When I went into the store to get the glasses. They were not the frames I ordered! My perscription but not the frames! I told Meredith these were not my frames I wanted the second I seen them and described what I ordered to the tee. Dumbfounded she told me these were the ones I told her I wanted and they dont have any glasses to which I was describing! After arguing with her for fifteen mins about what I ordered. I went to the wall of sample frames and picked the ones to which I was supposed to recieve. The frames I was supposed to recieve were thiry dollars more than the ones that came in. So they returned the full amount of the glasses and recharged my account plus the extra.

I again waited two weeks and never recieved a call from the optical dept so I called and spoke with Meredith again. During the first part of the convo she told me my frames were not in before we got off the phone I asked how long does it take for them to get in I have again waited two weeks. She put me on hold came back on the line and said your frames are in. When I went in the second time for my frames they were no where to be found! we went though drawers and even looked on the sample wall to see if my frames were accidently put up there! The guy I was dealing with at the optical dept called Meredith on her cell and asked her where my frames went. She didnt have a clue when just the other day she herself told me they were in! Since I was already there I asked if I should start all over again and find a pair of frames, since my sample pair were not even on the wall to reorder. I found and got another pair ordered that day. Third time is a charm!

Almost two weeks later I again called and asked Merdedith if they came in. She said the home office is investigating as to where the missing pair went. I was at my wits end and asked her why do I have to wait over two weeks for them to investigate when I picked another frame my last visit. She rudley stated you have to understand we are loosing three hundered dollars on a pair of missing glasses that I could have sent someone to pick up already since they were not at the store. She went on saying I had someone pick up contacts before and how do they know I didnt have someone pick up the missing frames? I couldnt belive she was suggesting I was lying and actually had my glasses! This employee by far is the problem at this location. She was rude, never once appoligized and argued with me everytime I delt with her! Two and a half months later and almost four hundred dollars I still have not recieved my frames! After I got off the phone I went to jc penny to speak to a manager. The manager Stacy listened to my story and attempted to refund my money yet some how the computer showed they had credited me twice for the first frames and it looks like to them I should only get a thrity dollar credit for the difference between the frames..after a hour explaning I had to print out a copy of my bank statement to prove I was only credited once and rebilled for the second pair.

Long story short I am still dealing with getting my refund and I will never order any glasses or contacts from Jc Penny Optical. I am also changing eye doctors.

Jenni
Hernando, Mississippi
U.S.A.

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This report was posted on Ripoff Report on 08/18/2008 03:30 PM and is a permanent record located here: http://www.ripoffreport.com/r/JC-Penny-Optical/Memphis-Tennessee-38018/JC-Penny-Optical-Lousy-Customer-serviceMade-out-to-be-a-Liar-by-Optical-Staff-Waste-364210. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

employee

AUTHOR: Meredith - (U.S.A.)

Hi this is Meredith, It didnt happen quite like "Jenni" said. We did look for an hour on sunday for her glasses and she finally chose 2 different pair. but then after hearing the totals she decided on the less expensive pair. When they came in she insisted she chose the other one. The one with the teddy Bear on it. We dont carry one like that but the rest of the staff and I finally figured out which one she was talking about and WE did let her do a frame restyle as a courtesy to her and only charged her the difference in the frame cost, which is only fair.
When her glasses came in we called her to let her know that they were in just like we do with EVERY pair that comes in. She came in to pick them up and I was actually off work. I got 4 calls that night while I was at home with my family helping my kids with homework as though I could find them from home. But I didnt get angry. I just kept suggesting other places for my co-worker to look. He never found them so he ordered her ANOTHER pair that cost 50.00 more than the ones she ordered and didnt charge her anything for them to compensate for the inconvenience. But understandably we needed to keep looking for her missing glasses. I even told her on saturday when she called that the lastest it would be would be monday. That yes we were checking everywhere for them and I did ask her if her cousin maybe picked them up for her since she did pick up her contacts for her. Which is a reasonable question.She decided she didnt want to wait until monday and came in that very afternoon and refunded. We did require her bank statement but all her money was refunded by monday so it isnt like she had to wait an unreasonable amount of time. I gave up my free time to help, and we all went out of our way to help her and this is how she repays it.
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#2 Consumer Comment

You sure are making a mountain out of a mole hill

AUTHOR: Peter - (U.S.A.)

You admit to not having the means to pay for your glasses at the time that you selected them. You had to leave and go home to retrieve your "cc number." In other words, you did not complete the sale, the glasses did not belong to you at that point. Someone with the means to pay for them likely came around and purchased them before you came back to complete the sale. At any rate, get over it. Go somewhere else to buy your glasses, and this time bring MONEY with you in case you find a pair you like.
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#3 Consumer Comment

You sure are making a mountain out of a mole hill

AUTHOR: Peter - (U.S.A.)

You admit to not having the means to pay for your glasses at the time that you selected them. You had to leave and go home to retrieve your "cc number." In other words, you did not complete the sale, the glasses did not belong to you at that point. Someone with the means to pay for them likely came around and purchased them before you came back to complete the sale. At any rate, get over it. Go somewhere else to buy your glasses, and this time bring MONEY with you in case you find a pair you like.
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#4 Consumer Comment

You sure are making a mountain out of a mole hill

AUTHOR: Peter - (U.S.A.)

You admit to not having the means to pay for your glasses at the time that you selected them. You had to leave and go home to retrieve your "cc number." In other words, you did not complete the sale, the glasses did not belong to you at that point. Someone with the means to pay for them likely came around and purchased them before you came back to complete the sale. At any rate, get over it. Go somewhere else to buy your glasses, and this time bring MONEY with you in case you find a pair you like.
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#5 Consumer Comment

You sure are making a mountain out of a mole hill

AUTHOR: Peter - (U.S.A.)

You admit to not having the means to pay for your glasses at the time that you selected them. You had to leave and go home to retrieve your "cc number." In other words, you did not complete the sale, the glasses did not belong to you at that point. Someone with the means to pay for them likely came around and purchased them before you came back to complete the sale. At any rate, get over it. Go somewhere else to buy your glasses, and this time bring MONEY with you in case you find a pair you like.
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