JCPenney — Attraction in Strongsville

My family and I took our Christmas pictures at this location on 12/17/23 and I have to say I was very disappointed in the customer service and experience we had. I originally called to alert them we may be running 5 mins behind and was told if I was more than 10 mins late my appointment would need to be rescheduled. I assured them we would only be 5 mins and couldn’t reschedule being that we were already dressed for our appointment. We made it to the appointment 5 mins after 3pm and was not immediately sat for our appointment, there were 3 or 4 other families ahead of us. This should’ve been mentioned on the call when I called and said I would be a little behind. The receptionist at the desk was obviously very flustered and agitated as he did not greet me when I came in just simply said what’s your name and said they’ll call you when they’re ready. When it was finally our turn to take the pictures it probably took 10-15mins if that to take these pictures and literally every shot the photographer took was “good” as she kept saying. No pose was corrected, no direction was given on how to readjust ourselves or anything. She wasn’t smiling while taking our photos or engaging with the kids to make them feel more comfortable, So of course when we see certain shots at the end they were awkward poses that we couldn’t purchase. When reviewing the pictures it was with the same representative who checked us in and given no ideas of packages to possibly purchase. When asking him if he could show me examples of canvas sizes he simply said I don’t know. Why have someone doing this if they don’t know sizing and package deals. I basically had to beg him to ask another associate to show me the size of the canvas I wanted to purchase so I wouldn’t do so blindly. I was then told there is a 15 dollar charge per person in the photo which I wasn’t aware of prior to getting to the appointment. It was either pay 75 extra dollars for this fee or be forced to purchase their 40 dollars membership. I understand around the holiday seasons it can get very hectic and busy but this does not justify rude customer service. Maybe in the future JCP should not over book appointments and ensure there’s a knowledgeable representative at the front desk who actually wants to be there. As where as a photographer who cares about the pictures their taking. I will not be returning to this location...

Wish zero or negative stars are possible...

On 4/12/24 I purchased a Serta mattress and boxspring at the Southpark, OH JCP. Opened a credit card to take advantage of the advertised offer of a discount on product, including this mattress, and other items purchased within 24 hours. The salesperson, a Manager named Tammi, told me the mattress would take 4-6 weeks to arrive as it would be made to order. A month later, I called JCP customer service to inquire about the status of my mattress. I was told that on 4/18/24 an email from the Southpark store was sent to cancel the order. I was also told that on 4/30/24 a response to the previous email was received by this same in-store email address stating the order had been cancelled. At no point was I notified by email or phone call that my purchase of this mattress had been cancelled. It's as though I don't exist, my order never placed, I am not a valued customer. Once I was told of this situation, I visited an Original Mattress Factory location (made in Cleveland! Locally owned!), and purchased what I now know to be a fabulous mattress, delivered two days later. I then went back to JCP to ask what happened, in a steady and non-confrontational way. Explained the situation to another manager, who took copies of my receipt and told me to call the next day after 11am. I'm a career Retail Management professional; I should not have to call and find out what happened here... any store manager worth their weight should care enough about customer service, about an order that is not an insignificant amount of money that went wrong, to take the time to contact me. And I said so. What happened? Nothing. I haven't heard from anyone at JCP, which I guess I expected. Unfortunately. Canceled my credit card and will NEVER shop here again.

Buyers of expensive product purchased when you open a credit card BEWARE. Guess they don't want to take the hit of the discount offered, and will just pretend they care to get you to open a credit card.

Big fat Boo Hiss to customer service at this store. Which is tragic; I was happy to find JCP. But they showed their...

I bought my engagement ring from this location and it's been a nightmare. I've had it sent this thing out 6 times in 2 years because the stones won't stay in. The last time I sent it I got two stones that were black when the stones are all white diamonds. Now I got home to realize one gem is black again. I asked to see the manager of the department, I asked her a question and she gave me the roundabout and said there's nothing she can do to help me then walked away from us shaking her head. I will get this ring fixed one more time and it's going into my jewelry box to never be touched again. I feel like I can't even wear this ring without it falling apart. The quality is absolutely awful and no one in that department understands how frustrating this is. The time before this the guy that was ringing us out took 30 minutes because he got distracted by literally everything. I didn't buy this ring with the expectation of this nightmare yet here I am. I purchased another ring from Amazon for cheaper and I'm sure the quality will be better. You need to have a talk with that manager on customer service. I've worked retail jobs and I get it's frustrating at times but you can't treat your customers like that. I would NEVER walk away from a customer who just asked a question while shaking my head. If she can't work with customers politely and answer a simple question don't work in customer service. I will not be returning to this chain for any reason other than the possibility of having this low quality ring actually fixed, for...