JCPenney — Local services in Toms River

I purchased a jewelry item almost two weeks ago and left it with the department to have it resized. It was supposed to be ready yesterday and was told to call again this afternoon. I called the jewelry dept at 4pm only to have someone answer the phone ask my details and put me on hold for 45 minutes. While on hold I heard the employee conversations and transactions after holding and noticing I was forgotten I hung up and tried called back. The second time I called a woman picked up and said this phone is ringing still even after being off the hook in the background then you hear the phone being placed down and stores noise in the background. So again I call 3,4 and 5 times and no one picks up. I was very annoyed and said you know what maybe they were busy so I decided to take a 24 minute ride to the mall. Of course while on my way I keep trying to get through and couldn’t. The operator was not even answering the extension on the main line. To my surprise the jewelry department had only 2 customers ( which you would think they were swamped with customers if they can’t even answer a phone and let me know whether my order was in or not). I spoke to a woman who seemed nice and when I told her my issue all she said was “yeah we were busy, it might come in Monday or Tuesday but we will call you. I felt like telling her how can I depend on a call from you guys if you won’t pick up the phone! I couldn’t even ask the operator to speak to a manager since they didn’t answer so I decided to call JCP’s customer service number and spoke to a rep who could not help a bit. I asked that the complaint be forwarded and she couldn’t do that either. Horrible experience!! I wasn’t even upset that the item is late all I wanted was an update not to have to call and feel like I’m the inconvenience for purchasing an item and asking if it arrived. Usually I don’t like to write bad reviews but this was...

This "could" have been the perfect closure to our family getting together for Thanksgiving after not seeing eachother for years (having traveled from Florida & Las Vegas to join family in Tom's River, New Jersey).

After having booked this for more than a month and a half, we were unable to take our family photos. The reason for scheduling is so that we can show up on time and take our photos according to this schedule.

Upon showing up on time we were advised that there were 4 groups ahead of our family. We waited for 35 minutes and asked what the status was for our turn as anyone would at this point.

When inquiring as to why there was still a wait, I was advised, "... we schedule every 15 minutes. Let's be realistic, we work with people, not objects."

Whatever that statement means, as she (the heavyset woman with long blonde hair) may assume other intentions of my point; the idea is that if photos take 45 min, and there is an opportunity for overages during the shoot then, schedule the shoot every hour. This is clearly a management issue and as a result ruined a moment for my family and probably others as well.

This could have easily been calmed with an, "I apologize, we're backed up and may end up a few hours behind." Either way, a customer may be upset, but a condescending statement from the employee about something that is not the customers fault at this point shows a low level of customer service problem solving ability in diffusing a situation and maintaining customer retention for future shopping.

As a business owner myself, this would be...

Will NEVER shop Jcpenney EVER AGAIN. The employees at the ocean county jcpenney fine jewelry department are extremely rude, irresponsible, lazy and very uncompassionate. Ordered 3 items December 18th to be GUARANTEED picked up by December 24th at this location. December 23rd came my item was missing, December 24th my item was still "missing" I spent 2 days and more than 7 hours on the phone and in store trying to find my items that the employees at this store "lost". My children woke up Christmas morning with 3 items missing under my tree that were on their list to Santa! I am still trying to locate my "missing" items that were suppose to be picked up By December 24th. Now it's December 27th and yet my items are still "missing" and NO-ONE AT THIS STORE CAN FIND MY MISSING ITEMS THAT I PAID FOR!!!!!! JCPENNEY. COM CUSTOMER service representatives keep stating my items were shipped to this store but these employees just can't find them still!!!!! Ridiculous, and I will NEVER ever shop at this location AGAIN, buyers beware with your items. COMPLETELY COMPLETELY UNACCEPTABLE, calling CORPORATE to handle this immediately, enough is enough this is not how customers should be treated when their items were...