JCPenney — Local services in Kansas City

To save in shipping costs, we opted to pick up some online gifts at the store. The greeter directed us to the customer service counter at the back of the store. I get the feeling that having customers pick up online orders at the store hasn't been thought out all the way, since either the customer service counter doesn't have the room to store the online orders or the employees don't have any plans on stocking the area since after you tell them you are picking up an online order, they proceed to walk past you towards the middle of the store. I can only imagine how many times they are stopped by other customers asking questions. About 20 minutes later, she came back with a few items we had ordered with the comment that she couldn't find everything on our order. I wish she provided some suggestions like she would keep looking and page us when she found everything or would simply ship it to our home since I can't imagine anyone being expected to return to the store night after night to see if they found something else we ordered. Being fed up with the lack of service and amount of time wasted, my wife asked for a refund. As fair punishment, I think the person in charge of picking out and buying the toilet paper should have to use it for the rest of their life. I would describe it as the thinnest tissue paper you can get. I'm assuming someone picked this to save as much money as possible, but has created a crime against humanity. Doing a little shopping myself, I found a pair of shoes in the clearance section. Normally $90, on clearance for $50. I've learned at other stores to check the price since some clearance stuff is cheaper than marked. I looked all over the store for a price check machine. Never found one. The guy at the customer service counter scanned the barcode right next to the clearance sticker and said that they are on sale for $70. Shoes went back on the shelf. During my search for a price check, I found my wife who was upset that what her mom wanted for Christmas and she ordered online was not available in the store. She considered getting her a JC Penney's gift card, but was having some serious doubts about giving any money to this business. I suggested trying the customer service counter again to see if they will look again. She didn't want anything to do with the woman back there, but I explained that there is a guy there. Based on the problems we've had and the customer ahead of us was having with the guy at the customer service counter, my wife felt that a manager should be involved. Tracking down another employee to find us a manager, we found the greeter we saw on the way in. We explained our situation and she requested a manager. While waiting, she asked what was going on and we explained that we would like them to find our online order. She pointed out that other people are leaving the store with their online orders. Great. We must be special. After 5 minutes go by, my wife asks her to page a manager again since she didn't get a response after the first page. After another 5 minutes of nothing, except for the greeter making excuses of why a manager is probably too busy to respond to her requests, I asked what she suggested we do if she was us. Like everyone else we dealt with, there were no suggestions: just go...

I am a customer who today experienced what I honestly thought I'd never share as a frequent shopper with this company. Today, I was harassed by a JCPenney employee who followed me at close range while I was shopping. As a young female, this was frightening and disturbing. After having fully shopped for the things I was looking for and paid for, I decided to approach your employee and ask whether or not he worked for the company; he said yes. I proceeded to ask if he was the person who looked for people who might be stealing, and he said yes. I asked him why I was a target to follow; your employee did not have a straight answer, which led me to believe he profiled me based on my skin color and maybe age. This, as you can imagine, upset me; what was most upsetting is I worked for JCPenney and the exact location for almost five years and have been a customer for over ten years, and never had I ever been profiled. I was so upset I could not feel good about my new purchases, and I decided to return my items immediately. I'm sure this company would never care about my personal story, but I still felt it was necessary to share my experience. I no longer have the desire or want to shop at this location ever again, and I hope my story can make someone realize that there needs to be more training involved at your stores.

After I returned home and cooled off, I called the store to get the employee's name. The general manager by the name of Brooke informed me that the gentleman who was following me was named Charles.

Location: 9100 N Skyview Ave Kansas...

This is probably my favorite store -- if it wasn't for the jewelry department. I would give the store at least 4 stars, but the 1 star I would give the jewelry department really brings my overall score down. This is the second time I've had a problem with the jewelry department in this particular store. During one of the busiest days of the week (Saturday during tax free weekend) there's only 1 person working in the jewelry department. After waiting for the customer ahead of me to complete her purchase (which took a good 20 minutes), I was finally waited on. The clerk clearly didn't want to be there and was NOT knowledgable of the watches I was asking about which were no small chunk of change. I asked to look at a Citizen watch and asked the price. She didn't offer to look up the sale price saying she'd have to go to her register to see what it was. That's fine, but she just stood there looking at me. I asked about the band - if I could change it out on my own -- not asking for the store to do it. She said she didn't know and that they didn't sell bands. I put the watch down and left the store. If she had simply called for another clerk to help her instead of having a customer wait that long for service, and if she had looked (or let me look) at the watch instructions on changing bands, then I probably would have purchased a $300 watch. As it is, I will take my business elsewhere. Penney's needs to do something about this...