Posted on January 26th, 2015
"We can't do that."
"There's nothing we can do."
"We can't help you with that."
Reasons I won't shop my local JC Penney ever again.
And, believe it or not, this was all while I was trying to PAY THEM MONEY on behalf of somebody who is no longer able to handle their finances for medical reasons. Very sad medical reasons. I even have a Power of Attorney document in my hand which allows me to take care of things like this when needed. Like now. But they don't give a shit. "YOU HAVE CALL THE NUMBER ON THE BACK OF THE CARD!!!"But I don't have the card. And they won't even go get me the number so I CAN call.
Needless to say, I'm fuming.
What kind of customer service is that? If your damn job is to help customers, then get off your ass and help the customer! Had somebody come to me with a horrible situation like this, I would have done everything I could to help them. Need to pay a bill for somebody who is medically unable? I'm sorry I can't help you with that... but let's go find somebody who can place a call for you. You drove all the way down here, so let's get this taken care of, okay?
I get sent away with literally nothing.
I tried web-chat at the JC Penney website, but they tell me billing issues must be handled by phone. Okay. At least the chat agent actually GIVES ME THE FRICKIN' PHONE NUMBER.
So then I try to call customer service. But you can't get through to a REAL PERSON without an account number or social security number for the card holder. Well, I don't have any of that, and the automated answering system provides no way to explain the situation. I kept saying "help" and "customer service" and pressing "0"... but the phone robot goes in a loop and insists that I give the information it wants. After eight minutes (I checked!) of trying every option available, I manage to confuse the system enough that an operator finally picked up.
Who treats a customer like this?
JC Penney, apparently.
I managed to keep my cool while explaining the situation to the very nice phone agent, but it's rough. The guy apologizes for all I've been though and seems sincere, so I pay the bill, thank him, then hang up the phone.
How in the hell has customer relations degraded to this sorry state?
I became a JC Penney fan when the company made a big effort to be inclusive in both their philosophy and advertising. Who can say no to Ellen DeGeneres? Not me. I started shopping at Penney's because I support companies who embrace diversity, treat all people with kindness, and want their customers to feel good about supporting them with their hard-earned money.
Now I don't give a shit if the local JC Penney burns to the ground.
Boy, it sure doesn't take much for a company to turn a good customer into a bitter enemy now-a-days, does it?
Oh well. It's not like there aren't other places to spend my money.