JC Pennys Complaint - JC Pennys phone service SUCKS!!!
ONLINE/PHONE ORDER -- THIS IS WHAT I SENT THEM MINUS MY PERSONAL INFO:
I am a very frequent and loyal shopper of JCP. In fact, I often recommend you to my friends and co-workers. I loved JCP for your deals and service so much that I decided to try you out online. THAT WAS THE BIGGEST MISTAKE OF MY LIFE. I placed an order online on 11/28/11 ) it was supposed to ship in 4-7 business days according to your website and my confirmation. After eagerly and patiently waiting 8 days on the items to arrive, I gave you all the benefit of the doubt and called your customer service department on 12/7/11. The first time I called in, your incompetent phone representative, Nancy I believe, well she placed me on hold for 4-5 minutes only to tell me that she looked at my order and she needed to transferred me to card services stating I needed to pay on my JCP credit card. OK, I am loyal, but I do not have a credit card with your company nor will I EVER get one after this incident! She transferred me so fast that I did not even have a chance to tell her that I don’t have an account with you. Then your card services transferred to your catalog department who transferred me who hung up on me before transferring me back to customer service. I had to call back in on my own and wait on hold for a customer service representative for 4 minutes.
I was then advised that my order was being shipped in 4 pieces and due to the “holiday” it was taking a little longer. I was dryly advised that two of my four pieces were already in transit and that the other two pieces would ship the following business day. Two weeks later, on 12/14/12 at 10:47PM I called back. This is my third call to your company and I spoke with a “Jackie A.” who advised that my order had been CANCELED!!! Now I am very perplexed and annoyed with that statement, because how can you cancel something that was “shipped”? This was a gift for my mother’s birthday which as previously stated never shipped! Jackie went on to say that she did not know why the order was canceled and she put me on hold for 6 minutes to research the issue, only to come back to the phone and advise me that she still could not figure out who or why the order was canceled.
I have spent too many minutes of my life dealing with your POOR customer service agents. I am utterly disappointed in your company and service. The irony in this all, is that I am a Call Center Manager for a major corporation, I know how important the call center reps are to the corporation’s bottom line. The call center is the face of the company and they set the bar. I know what great customer service is…You don’t even come close. I am so disappointed and outraged that this is how JCPenny treats their customers.