JCPenney — Local services in Fort Worth

I am not one to write reviews... but NEVER have I EVER had such a WRETCHED experience with any retail employee in my ENTIRE LIFE until today.

To the elderly lady working the order pick up counter on 12/26/23 at about 12 PM.... There is a difference in enforcing rules/policy, and going overboard on being condescending and rude. There is absolutely NO justifiable reason to belittle or degrade ANYONE for making an honest mistake, much less a CUSTOMER that paid MONEY to PURCHASE something from the store.

Today, I walked in to pick up my order. I was greeted by the cheery smiles of helpful workers at the front who directed me to the pickup counter at the back of the store. God forbid, I had forgotten my drivers license in the car as I was in a rush to pick up my order- some shampoo and conditioner. Upon relaying this information to the employee and apologizing for the inconvenience, she sighed loudly and cut back with "It says right there in the email, thats the ONE thing you had to do." Hearing this, I was honestly caught off guard by the sudden rudeness and lack of patience I was met with. Regardless, I apologized again, and asked if there was any way I could show her a picture of my ID, with which she grudgingly responded with- "Let me at LEAST see something then." Once again, repeating herself, "It said RIGHT THERE in your email you needed an ID, the ONE thing it tells you to bring." She continued to complain, and impatiently check her watch over and over as I pulled out my phone and was waiting for my ID to load. ( I was the only person in line.. Our interaction took less than 5 minutes.) Even after I had shown her the photo and gotten my order, she made sure to sarcastically lecture me YET AGAIN that I should have brought my ID. I am a full grown adult.

As someone who also works in customer service, I can understand an employees position in a situation like this. However, I do believe there is a certain way you can treat people, especially when they're doing their best, apologizing for the inconvenience, & being kind. I would have had absolutely no problem being told to come back with my ID to receive my order, given that I wouldn't have to had been treated so horribly today.

JCPenney, is basic human etiquette not included in your customer service expectations? ... Are employees given raises/bonuses for "teaching customers a lesson?"

Just thought I'd share before behavior like this continues and scares other customers away. It will definitely be awhile before I can comfortably come...

Poor service, poor management, checker didn’t have any idea how to check someone out. We bought a suit, and all that went with it for a wedding ($500+) for my husband. The only dress socks were a pkg that had been opened in the store and stolen from and discarded in the shoe dept. There were supposed to be 3 pair but there were only 5 socks. The manager, if that’s who he really was, had no idea how to solve the problem by only charging for two pair (33% discount, right?). He said, “the best I can do is 10%”. We should have told him to keep the raggedy pkg but we were desperate. The girl checking had no idea that she could begin checking the other items while we waited for the “manager” to return from break with his profound response regarding the missing sock. She then told me that she needed my help to do her job....as if! I don’t need her to help me do mine. She laid the suit all wadded up on the counter and just waited and waited looking around like she didn’t know what to do. I finally told her to go ahead and ring up the items. I told her I’d hold the suit, so as not to wad it up on the counter. These youngsters need to act interested in their chosen profession and learn how to pick up that scanner and scan some labels and ring somebody up and for heavens sake, speak up! And look the part! If you’re gonna be a manager, maybe you could trim your fingernails and take off 5 rings of the 10 you’re wearing, SIR! If you’re gonna be a cashier, learn your job! If you don’t know, ask your manager. The store was a wreck with tags ripped off and parts of packaged items missing like the place had been looted. The dressing rooms had pins from clothing strewn all over the benches while 3 young ladies lackadaisically gossiped within the dressing room area while hanging up clothes. Nobody came up and offered to help us the entire time which is always nice and we could’ve used some insight for suit sizing. I was greeted near the break/work room near the bathrooms near the men’s clothing by an employee. When asking at the dressing room and the checkout if a mens dress shirt came in a bigger size, they referred us to jcpenney.com dismissively. Disgusted with jcpenney’s today and will...

No, other way to say this other than I strongly feel I was lied to by their lost & found department. I lost my phone in the store after looking all over I had to leave calling back the next day to see if it was found, I was asked to describe it, the color, make & model & any other distinctive things about the phone. I described it all with a spot on the back where a knob used to be had followed off & left a big scratch on the case. She asked how many cameras.The lady was happy to tell me yes, she had it. I went the next day to pick it up she went to customer service to get it & then came back to tell me she couldn't find it. She told me she was sorry & when her manager got in they would investigate where she might had put it, next day came I didn't hear back from her or manager so I called them back to see what was going on. A different lady answered the phone & said they were sorry, but the phone wasn't mind after all they gave it to someone else. I, asked how was it that the other persons phone was identical to mine that had exact same colors & a knob handle missing of the back. What are the ODDS that there were two phones with same identifying marks? And why didn't she call me back to inform me it wasn't my phone after all. What makes me more suspicious now thinking about it, she said that she would be responsible since she couldn't find it after telling me she had it. I told her 3 days had already went by so I had to replace the phone at At&t with a $250.00 deductible. So I'm guessing it was better on her part to say it wasn't my phone after all. Wouldn't you think that the phone should of been logged in? A camera must of saw the phone being logged in & if someone picked it up they should of sign for it. I wouldn't be so upset if they just would of had the courtesy to call me. I just needed to vent, because I don't understand why she would say she had it then give it to someone else without calling me. I was able to retrieve most of my files but not my pictures. I'm so upset at myself for being careless & losing my...