PHOENIX, ARIZONA -- I recently purchased 2 men’s dress shirts and a necklace and earrings at a JCPenney’s store. I had to return the jewelry 3 days later because it did not work with my outfit (receipt and credit card used to purchase the item in hand; items still securely attached to their tags).
When I went in to the store to do this, I found that I had to walk all the way to the back of the store. Apparently, JCPenney can be very gracious when it takes my money, but not when an item has to be returned. Kohl’s has this same consumer-unfriendly policy, which is why I rarely shop at Kohl’s.
But then imagine my shock when I was asked for my driver’s license so that it could be scanned! Record my driver’s license information to return an item? Are they out of your minds?! What’s next – fingerprinting?! Maybe they need my social security number and federal tax return too? Needless to say, I refused this request, though the employees dutifully (but unsuccessfully) tried to strong-arm me to comply.
I don’t know who in executive management is responsible for this atrocious policy decision, but I am so appalled by it, I felt I had to express my opinion.
In this day and age of identify theft, and Corporate America completely unwilling to take the steps necessary to protect people’s private information from being hacked, JCPenney decides to start collecting their customer's personal information. What this policy decision aptly demonstrates is how completely out of touch JCPenney management is with the American public (i.e., your customers).
There is a JCPenney right across the street from where I work, very convenient for errands during and after work, but be assured that this unethical and consumer-hostile policy decision has resulted in this consumer deciding never to darken JCPenney’s doors again.
With policies like this (and decision-making like this), I suspect JCPenney’s vaunted “turnaround” may get cut a little short. Higher staff turnover is also a likely result, as it was clear to me that employees found this policy as unconscionable as I did.
A side question - if someone has to return something purchased online, will JCPenney provide a scan machine for home use?
I sent letters to JCPenney executives. I got letters stating what policy is - ah, if I didn't know what the return policy was, what was I writing to them about? What a waste of paper that was.