• Report: #4551

Complaint Review: JCpenney

  • Submitted: Mon, February 26, 2001
  • Updated: Thu, September 04, 2008

  • Reported By:Tempe Arizona
collin creek mall Dallas, Texas U.S.A.


*UPDATE Employee: Wake Up

*UPDATE Employee: Customer Service is NUMBER 1

*UPDATE Employee: Turning around

*UPDATE Employee: I went to the headquarters in Dallas

*UPDATE Employee: The Golden Rule... "Hell No."

*UPDATE Employee: JCPenney remakes the Golden Rule

*UPDATE Employee: Pure Frustration

*UPDATE EX-employee responds: not condone, nor has ever condoned dishonesty

*Consumer Comment: cutomer service

*0: I have always been pleased with them.. ..customer service is poor

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I went back to jcpenneys to pick up a suit after being altered. The older french native sales rep. gave me the suit but it didnt have the shirt we bought that went with it. So I asked where it was and he replied I dont know? I told him I needed the shirt and he said What do you want me to do about it?

Frustrated I made my way to the customer service desk and a friendly manger was able to help by going to search for the shirt. Meanwhile, I waited for her at the customer service desk and not but 5 minutes later the snooty man came up to me with the shirt and I asked him where it was and he said simply..in the back. Where was supposed to be anyways, he just never bothered to look for it. I asked him why didnt he look for it in the beginning and he said How was I supposed to know? How incredibly stupid for a man who sells suits.

I am just happy that I didnt buy it from him. I explained what happened to the manager, who was still looking for the shirt, and she told me she would go and speak to him right then. She made the experience tolerable but I was so worked up by this man I couldnt believe I spent $300 on a suit to have been treated this way. That was amazing.

This report was posted on Ripoff Report on 02/26/2001 12:00 AM and is a permanent record located here: http://www.ripoffreport.com/r/JCpenney/Dallas-Texas/JCpenney-POOR-CUSTOMER-SERVICE-REBUTTAL-4551. 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

Wake Up

AUTHOR: Seba3c - (U.S.A.)

I have worked at JCP for 6 years and in retail for almost 10 years. The industry has changed. I garauntee that there is not a major retailer in the US that does not recieve the same exact complaints that are on this websitefor JCP. Are there a lot of incidents of poor customer service at JCP? Yes there are. In the changing economy, many companies can only have so many employees on the floor. Companies are now being forced to reduce costs by cutting staffing and training in order to stay financially stable. The associates don't have the time to spend an hour of 2 with each customer. I admit that customers get mistreated at stores, probabaly more often than is acceptable. All I can say is that You have a specific route by which to communicate with the company 1. Ask for a manager (and then the store or assistant store manager), a lot of times issues can be resolved this way. 2. Take the online survey on your reciept 3. Contact our corporate offices in Dallas. Chances are, we can get your issue resolved through one of these channels. It would also help if customers demonstrated some amount of respect for associates. I am much more willing to help someone with an issue if they aren't being a jerk. However, 8 out of 10 times I'm treated like dirt. I am here to help you. I would LOVE to help you, but don't treat me like a bug benieth your foot. I do offer every ounce of nice, "how can I help you" every day I work. I go way above and beyond just for a please or thank you or even a smile. I am your equal , not a peice of lint. Don't expect the worst when you go into a store, have a good attitude and see how far you can get. I t almost always works for me.
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#2 UPDATE Employee

Customer Service is NUMBER 1

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

JCP is all about customer service. They make sure all employees and managers follow by the customer service rules. We have all kinds of flyers and posters hanging upstairs in our break room telling us how to use good customer service skills. I have personally seen Customer Service Managers be nice to the meanest and NASTIEST of customers. JCP is number 1 in customer service. Employees are not just a number if you know how to do your job. If you dont keep walking off and going to other departments, or shopping while on the job, maybe you would still be employed. JCP is all about making their customers and employees happy.
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#3 UPDATE Employee

Turning around

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

I've been working with JCPenney for 3.5 years now, and my parents have worked with JCPenney since they graduated college. I remember the bad times, when the company almost went under. Questrom (ex-CEO), who was hired to bring JCPenney back, did an excellent job turning JCPenney back into a profitable company. I was an employee for the tail-end of the "five year plan" which was to drastically change how JCPenney stores operated. The "five year plan" was actually finished in four years, because of the hard work from the new upper management now in place at Penneys. We have adjusted to all of the changes, and I believe that we are back to providing great customer service. Don't get me wrong, of course there will always be bad customer service experiences anywhere you go, but they are few and far between. These bad reviews are quite old, and are not an accurate portrayal of JCPenney stores anymore. I hope people will not think that JCPenney is a bad place to shop just because of a few peoples' negative experiences :)
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#4 UPDATE Employee

I went to the headquarters in Dallas

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

In 2000 I flew out to the headquarters in Dallas Texas. I know that was 4 years ago, but JCPenney prides itself on customer service. I learned allot back then about how the company works, and was able to meet allot of the great people that work there. I never had a job there until just recently I got one in the jewelry department, and I love it. From what I have seen the customer service is outstanding, and we treat our customers like gold.

At our store we don't even have a return policy limit. As long as you have a receipt and the item is in good condition they are willing to return/exchange. How is that for great customer service?

I am only 23 years old but I own my own business so I plan on retiring next year from ever working for someone again, but I will be proud to say that I worked for JCPenney. They are a great company and desearve to be treated as such.
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#5 UPDATE Employee

The Golden Rule... "Hell No."

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

I cannot believe that an associate of Twenty years is complaining about the company that pays their bills.

It's extraordinary if you think about it. This individual feels that it is the company's fault that customer service is bad. WRONG. It is the associates fault. Your job is to make each and every customer happy. That is what you get paid for, what I get paid for. It is your responsibility to take an active role in your store.

What have you been doing for the last Twenty years? Are you one of those associates who stands there all day, complains about your hours, whines about how much you get paid, and ignores the customer???? Sounds like it.

I have worked for JCPenny's for SIX years now. I have moved up the ladder quickly. I started off in childrens folding underwear every night just so that the customer could come in the next day and find the size that they needed. Did I know the merchandise would be a complete mess the next day? Absolutely! But does that mean that the next customer does not deserve to have a clean place to shop. Does that mean I become disgruntled and unsatisfied with my job. Hell No. That's what it is, MY JOB.

I get paid to make people happy, to invite them back into my store. And YES it is my store. I take pride in what I do and where I work.
I am now a Supervisor, making twice as much as what I started out as. Because I took the time, and made the effort. My customers leave happy, satisfied, with everything that they need. THAT IS MY JOB.

This company is going places. Just wait and see.
It sounds like you should have been let go a long time ago. You are the reason JCPenny gets a bad rep.
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#6 UPDATE Employee

JCPenney remakes the Golden Rule

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

If you think JCPenney's is still following the Golden Rule, then you haven't noticed what they've added to the rule.

Do until others as you would have them do unto you "unless there is a cheaper way".

I've worked for JCPenney for close to 20 years. This company "use" to be about people and "use" to have good values. These days JCPenney treats their employees as replaceable numbers.

When you are treated as a replaceable number, you find it hard to want to do a good job. Good customer service comes from employees who love their jobs and their company and want to make the customer feel the same way.

I once wrote JCPenney Customer Service in Plano to tell them that even as a JCPenney employee, I had spent over $200 on clothes at Sears because I couldn't find anything in Penneys that I or my child would want to wear.

Penneys response? "We feel we stock a good variety". My response? "IF you stocked a good variety, Sears must stock an even better one".

HELLO!!! When your employee/customer TELLS you something about your stores ....LISTEN!!!!

Another employee watching us go under as a company.
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#7 UPDATE Employee

Pure Frustration

AUTHOR: C. - ()

JCPenney has slit their own wrists by not having individual buyers for each store like they use to. They are trying so hard to make the stores user-friendly so they don't have to pay too many part-time associates. This in turn puts the burden on the managers themselves.

Then we all find out that none of these managers have any skills or experience at being a workable, successful, approachable supervisor, manager, or even associate. The tension is so thick everyday, even my axe is getting dull. It use to be fun working there.

Now, it's just causing me to internalize my frustrations. I've voiced my concerns only to have the store manager hear it, but do nothing to remedy it. How long will JCPenney live? It's up to Plano. Having been on the stock team, a valuable associate and worked in almost every department for maybe three years, I've seen JCPenney as a whole, deteriorate very rapidly in all aspects of a thriving business.

You can bet that James Cash Penney is rolling over in his grave. Our stock use to be at 47, now down to 14. Many managers and associates have quit. I will soon be another.
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#8 UPDATE EX-employee responds

not condone, nor has ever condoned dishonesty

AUTHOR: Bianca - ()

I worked for JCPenney for 15 1/2yrs. I have been recently let go due to downsizing.
I feel that the accusations that are made due to poor customer service although they have taken place JCPenney does not condone dishonesty(in the case of the magazines that hadn't been ordered or the insurance).

I worked originally in their call center and I know that sometimes associates would tack on wrapping paper or whatever else we were offering that day to make themselves look good in the eyes of the company. The company does not know what is going on until a customer reports it. They don't take rudeness to a customer very lightly. Anyone having a problem that they feel has not been resolved in a satifactory manner should write to Dallas their mani headquarters.

I have also worked for JCP in thei customer service dept. and I know for a fact that they bend over backwards for their customers.
I guess I should be angry with them because I lost my job, but I am not because I believe that they do live up to James Cash Penney's GOLDEN RULE.

I am sorry that these people feel like they got ripped off, but before write in here. Did you write to Dallas? JCPenney has always taken care of their customers, with an apology and a gift certificate. I myself had complained once because a CSR had not given me the correct delivery information and when I complaine to my supervisor,
she made sure that I was given a$20 gift certificate for the inconvenience. Of course the complaint has to be legitimate.
JCPenney is a great company and I wish these customers would realize it.

Its difficult to keep tabs on all employees all the time, but with the thousands of customers and perhaps millions of customers they deal with there will be mistakes. JCPEnney is still under the belief that the customer is always right.
Give them a chance to rectify the mistake for every bad customer service rep. or stor associate , you should know that there are 1000 great associates.

Just as I am not MAD at JCPenney for laying me off and understand why they had to. Then the customer should give them a chance and know that sometimes bad things happen but if you let yourself be heard by the company they will do something about it. YOU GO JCPENNEY make it for another 100 yrs you deserve it!!!!!!!!
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#9 Consumer Comment

cutomer service

AUTHOR: susan - ()

yes penney's has alot of bad customer service people working in the five distrubution centers left i have heard bad responses to c/s reps in alanta ga and reno but that is because they cannot get overtime to do all there inquries to the best of their nolence because instead of coming up from the bottom up they go in the job off the street and have no idea how the system works they are only told to give the customer as little refund as possible and dont stay on the phone to long the staffing is very few for budget cuts mil was considered the best c/s around but they closed that plant do to being the oldest one open in the name of downsizing yes we had some rude ones but our boss kept a handle on those and talked to them if to many complained about them also when a customer starts to think something can get fixed by sweaging or yelling we are trained to comme them down and es even put them on hold till they relize yelling dont get you anywhere i mysleft havent shopped in a penneys in a year because i dont like thier styles anymore just paying off my charge card and shopping at other stores
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#10 0

I have always been pleased with them.. ..customer service is poor

AUTHOR: - ()

They filed the following rebuttal to the above Rip-Off Report:

Their email: AUDRIN@PTD.NET
Their name: GAIL MILLEER

Their relationship to the company: Devotee

I have been shopping with JCPenney for years, mainly thru their catalog. I aquired a charge card from them right after high school. I have always been pleased with them, their products etc. but in the past year or so, I have been disgusted with their service.

Their customer service is poor,right before christmas this year(2001)I ordered a pair of boots, they were poor quality and 70.00, I could have gotten nicer ones at Walmart. So, I returned them, received my statement a month later and it was still on there. I called the customer service number, only to get a woman who could barely speak english. I could not understand a word she said. Then she tells me there was another charge added to my account of $24.00 but could not tell me what it was for! Well,
I received my statement yesterday, and the charge for $24.00 is there, for credit card protection!

So, once again I called the number listed on the statement, only to be told they don't know what is! I was passed to 4 different numbers and noone could tell me what this charge was for.
Finally I snapped out at the last CSR I spoke with and she gave me a number which I called and a guy buy the name of Eric, told me the only way this charge could have gotten on there is if I approved it! Well I did NOT! He so rudely said"so what do you want me to do about this"? I said I want this charge removed from my account! He replied"fine,you know you won't have protection on your charge then". I said dont worry about that
because JCPenny is getting my card back in pieces because I am sick and tired of charges being added to my account without my approval. That was the second time, the first was for magazaine subscriptions that I did not request!

What is wrong with these companies today?!
These CSR are representing your companies, for god sake, get some people who speak english and are honest! Not putting charges on peoples accounts for things they did not order! And they talk to you like they are doing you a favor! If it wasn't for all of us customers you customer service
reps. would not have a job!!!!!!!!
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