JCPenney.com Complaint - JCPenney: Decline in quality of service and product
I have shopped at JCPenney since the 1970's, and that store has always been my favorite place to get all items for the home. Unfortunately, the service and quality of product has fallen off sharply within the past few years. I have even noticed an extremely sharp decline in service within the past six months.
Order tracking online used to be a fantastic online feature, but now orders just disappear never to be heard about again ... and the backorders on those order just dissolve into thin air. Now everything that I order is "backordered" for months though the status reads "in stock." I receive multiple emails pushing the ship dates even farther into the future. If they don't want to fill a backorder, they just remove it from the system without even telling us. Customer service personnel basically are useless and could care less about finding out what happened to the disappearing orders.
Order fulfillment also is now horrible. Every one of my past four orders has had wrong fill merchandise or damaged merchandise. And the curtains are now of poor quality. Hem lines of the same product are jagged and simply don't line up when hung, and the sewing on some of them look as if they were high school sewing projects.
If a relatively large order is placed using the JCP credit card, they call and hesitate to fill it even though plenty of credit line is open. It feels like the company is in trouble financially, and the company personnel no longer care. With service like this, the company is better off just closing the stores and the catalog department as well.