J.C. Penney Company, Inc. Informative - Poor Customer Service
I ordered a Christmas gift from JC Penney's online site. I ordered within the window that said it would be delivered by Christmas. Around the 21st of Dec., I got an email that said it would not arrive in time for Christmas. I emailed back and said that I wished to cancel the order. I was told that I could not cancel the order unless the manufacturer said I could! There was no indication whatsoever at the point of placing the order that the item was going to be custom manufactured. I replied that I did not believe that it was not legally able to cancel the order, since my agreement to pay for the item was based on their agreement to send the product by the date they promised. I heard nothing further. In February, the item I had ordered arrived in the mail. Since my original order was placed using a VISA credit card, I assumed my card had been charged at the point of shipping, so I kept the item.
In April, I received an overdue notice from the Penney catalog dept.which was really intended for someone else. This was obvious since, although the address was mine, the name and item number were not. In May I received a letter from JC Penney which said that they hoped I had not paid that particular bill since it wasn't mine. In late May, I received an overdue notice from Penney which was actually in my name and for my item. Since I had canceled the order, and had therefore in effect been sent something I had not ordered, I could have legally kept the item and not paid, but I went ahead and paid it. In June, I received another overdue notice.
At this point I called the company, and after being shunted from person to person until I finally got someone who was at least willing to talk to me, I explained the whole situation. In the conversation, during which I neither raised my voice nor used any incorrect language, I explained that I had been a customer for over 30 years, and that I felt I was owed an apology for the bad service that I had received. This remark was greeted with silence. I said "you don't believe that I should have an apology for this poor service?" The "customer service rep" (obviously an inaccurate title) indicated that since it wasn't her fault she shouldn't have to apologize.
Needless to say, I well never shop at JC Penney again. Since I work at quite a large company and have a lot of influence within that company, I plan to tell my story to all that will listen. I will post it on our company website. It will be my goal to cost JC Penney one million dollars of business over the next 12 months, and I think I can do it. A simple apology would have saved them a lot of money.