JCPenney — Local services in Florence

I apologize for the length of this post. I'm not one that normally does not write reviews unless the service is beyond what is expected. However, in this case it is just the opposite thus my review: Let me start off saying Margee the hair stylist I had at JCP Salon was amazing! She did an awesome job on color and cut of my hair and for that alone she should have received 5 stars, but I'm choosing to only give them 1 star for the extremely poor service and attitude I received when paying for my service. I called and made my appointment on Sunday November 19th for an appointment for a haircut (Birthday present from my children). At the time I scheduled I informed them that I had their $50 cut and color coupon for the appointment. I was told that the coupon only worked with two of the stylist and booked me with one of them for today November 29th (my Birthday). I was asked how long my hair was and I told her down past my bra strap. (At no time did she inform me that my longer hair was an extra $15) This morning I received a phone call from Glenna the manager at JCP Salon telling me that my stylist wasn't coming in today, but they could put me with Margee. I said that way perfectly fine since I hadn't been to the salon previously. The appointment went great and I was extremely pleased with my hair until everything went down hill when checking out. The receptionist told me that my coupon was could not be used with Margee because she was a senior stylist. I informed them that I told the person that I made the original appointment with that I had the coupon and she put me with the appropriate stylist, but this morning I had gotten a phone call telling me that my stylist wasn't coming in today and they put me with Margee. So she calls the manager Glenna and tells her of the scenario and that I want to talk to her. Glenna the manager comes out and tells me that the coupon is only for 1st time clients. I said I was a 1st time client and Glenna says Margee said she had done my hair before. I told her no I've never been to JCP to get my hair done. Glenna tried to blame me for the entire miscommunication stating that I should have informed her this morning that I had a coupon (as if I the client who was being given an alternative due to stylist I was scheduled with could not come to work should be held responsible). I told her that I told the person I made the appointment with that I had the coupon and she put me with the correct stylist I also told her that I had no way of knowing that they don't put important information into the computer system. She Glenna had to point out that I had had long hair and that is an extra charge of $15. I told her that I told the person on the phone how long my hair was and she never indicated to me that there would be an additional charge because of my hair length. She then proceed to tell me that the stylist works on commission and there is no way that she could charge me $50 for that stylist. She said she could charge me $65 and asked me if that was fair as if I had a say so in it. (Fair would have been for JCP to charge me the $50 that I was expecting to pay and to give the stylist her full commission and for JCP to eat the difference). When I told Glenna that I was going to give a bad review she shrugged her shoulders as if it didn't have any effect on her. Owning a small business that provides services I would never treat my clients with such attitude and tone. I hold my business accountable for any miss-communications and failure to properly document or provide proper...

Yikes. The customer service here is horrendous. Sunday late afternoon my husband and I go in there so he can purchase a particular dress shirt that he has purchased several times. We scoured the tables and can’t find it but see employees folding shirts. He asks them where he can find the specific brand and style and the guy said “ugh, if we have it it will be on that table behind the rack of ties”. And then pointed. Anyone who has ever worked in retail knows you don’t point, you walk the customer over. So not only could the three of them not be bothered to stop folding shirts and talking, they couldn’t be bothered to find a manger who could help.

We watched this also occur with an older couple who was purchasing suits.

We spent time in the area matching shirts and ties and proceed to watch another girl come over, bringing a total of 4 to the area for folding. Then a female supervisor who came over with them to discuss anime. I literally stood within inches of them and didn’t get a “can I help you find something?”. Nothing. But I did get to hear about how one manager was so busy that one of the girls didn’t even properly go through the orientation (you don’t say?)

Even after all of this, my husband buys the shirts and asks to speak to a manager. He waits several minutes and finishes his order before speaking with the manager which is fine b/c the intent was to bring up the poor customer service, not to get anything.

It took the manager Michael awhile to finally make his way up and my husband explained how he had to ask for help with a particular shirt and wasn’t helped but the employee literally pointed to an area that MAY have the shirt he wanted. Michael said “yeah, the customer can ask for help if they need it but they shouldn’t have to”. No kidding. There were more employees working than customers and when this starting occurring, it was still 2-2.5 hrs until close. My husband couldn’t believe the insincere and total disregard for our experience that he initially said it would probably be his last time back since we literally drive out of our way to come here. Michael was like “eh” so my husband responded with “it will be my last time” and to get the last word in, Michael said “yeah, ok”.

As we walked back to the car and talked more about this, the more in shock we were because brick and mortar stores aren’t surviving as it is and then this was the attitude of the manager. Out of principle, he walked back in and returned the clothes he purchased.

A female manager did speak to my husband when he returned the items and had an apologetic attitude but Michael should work on that. We’ll take our money to the Men’s Wearhouse...

Today has been the 3rd time in 10 days I have shopped online with the option of free in store Pick-up. A shout out to the Florence Pick-up up agents Dawn and Joy H. who not only made the experience easy and fun with their expert service along with their pleasant holiday spirit. Unlike some other stores pick-up service which I've experienced subpar and incorrect items when I picked up.....this store has been perfect with everything I ordered, even when I ordered 9 mens sweaters from the same brand and style in 3 different colors and 4 different sizes across the board. All 9 were correct in sizes and colors. And they were fast, I received quick notices on all 3 days I picked up. Today I had 3 separate orders filled within 2 hours unlike another store who took a full day to fulfill and a day later telling me 2 items were unavailable, too late for me to replace the items at sale prices. For now on, I will try to stay with shopping with JCPenney's great holiday sales and customer service with staff like Dawn and Joy H. And loved how Joy H. pointed out to the customer beside me they had 10.00 in reward points to use before a certain date....the customer wasn't aware of, thanked...