Background information. E-mail to JC Penney online customer relations on March 7:
From: Ann Marie
Please answer my questions with yes or no answers. Thank you.
1. Is there a number, toll free or otherwise, that customers use in the country of Mexico?
IF YES:
1. Is there a number for online shoppers who live in the country of Mexico?
2. Is there a number for catalogue shoppers who live in the country of Mexico?
3. Is there a number for customer service for the JC Penney store located in Cancun, Mexico?
The e-mail reply I received From JC Penney online customer relations on March 8:
From: To: Ann Marie
Thank you for contacting us online.
No, there is not a toll free number for you to call.
Yes, we have many customers from Mexico.
Yes we service catalog customers.
No, there is no phone number for Cancun
We hope you will give us the opportunity to continue to serve you.
JC Penney International Department
Bad service face to face can be justified; people have bad days, they are sick, they hate their job and so on. Communicating via e-mail offers a controlled environment where the is NO EXCUSE for less than superior, kind, sappy, and " kiss booty", responses. This avenue of communication with customers would have been James Cash Penney's Dream. He would be disgusted, outraged, mortified, and ashamed reading this account.
My response to JCP: (Several swear words, deep breathing, and a cool beverage later.)
TO: [email protected] From: Ann
Dear Sir or Madam,
Are you saying that the JC Penney store in Cancun, Mexico is not outfitted with a
phone system and possibly an operator?
Your reply insults me. I wish to have immediate communication with a person who holds a supervisory or managerial role within the customer service department. I respectfully request that this person be advised on all correspondence between myself and customer service. I wish this person to have the authority, ability, and insight to rectify this situation. My first record of a dialogue between customer service and myself is dated February the Seventeenth. The e-mail is attached. It states, with out any doubt..." We do not have any stores or catalog desks in Mexico." (February 17, customer service department e-mail.) I knew at that point that shopping with JC Penney online was going to be tedious.inDEED!
I am disappointed in JC Penney. I have shopped with JC Penney my entire life. My family frequented the stores located in Little rock, and North little Rock, Arkansas often. Our JC Penney credit card account (* *. *) was always current, with no flags for over twenty years. My mother, right now, in Little Rock, Arkansas is in the process of purchasing custom made drapes for her home from JC Penney. The only reason I do not demand that she halt the transaction is because she is looking forward to her new additions, and has spent time and effort deciding what will look perfect... As I have. I have spent countless hours, with delight, browsing the JC Penney website shopping for home furnishings. I have relied on, expected, and received excellent service, accompanied by quality goods from JC Penney always... Until now.
Mediocrity, inadequacy, and ignorance, abound with the online customer service department and the call centers customer relations departments. During the past three weeks I have had the necessity to call upon both for information regarding websites, phone numbers, shipping and more. I was told by a phone representative that, "JC Penney does not ship to Mexico." I have repeatedly asked questions via e-mail and phone and have be given indirect, incorrect, and excuse me, but I am fired up, smart * answers. I placed my online order on March 3. All items were In stock, yet the order did not ship until March 15th. I requested the fastest shipping method possible and today March 21, I still have not received my order. The shipping fee was $189.00. Where are my items?
Please do not let these atrocities in service allow the reputation of JC Penney slip further, by disregarding this letter. I expect something for my duress. I need patio furniture. It would behoove in JC Penney to mandate professional development lessons for all those who deal with the public and dispense information.
I will refrain from writing my suggestions for website improvements. You need to pray that Shop.org has a miracle planned for JCP Media L.P. At the Online Retailers Conference.
Thank you for your time,
Ann
little rock, Arkansas
Mexico
0 comments