JCPenney — Local services in Wheaton

One of our coworkers remarked on the great deals on business entire she got at JC Penney on April 8, 2019. So, I went over to the JC Penneys at Westfield Shoppingtown Wheaton with some of my coworkers during our lunch break since we work on the same property. Only one register was open on the entire second floor today during lunch time which was understaffed with one sales clerk. The sales clerk (Mercedes) was extremely polite and professional. I realized I didn't have my JC Penneys Credit card with me but I had my driver’s license as proof of identification. The sales clerk was able to look up my joint account with my husband ss# that access allowed the clerk to process my purchases. This was not a big purchase and I’ve used my ID numerous times over the last 20 years to make purchases without any trouble when I didn’t have my credit card with me. The sale clerk paged the Store Manager for customer assistance approval several times before getting a response by walky-talky. This sales clerk was super nice and even embarrassed by the lack of response by management, especially since the manager was in her line of sight during the first store page. This Female Store Manager Lou Anne (I hope this is her name since she didn’t introduce herself or have on a name tag nor professional business entire) was HORRID. She showed up with an attitude (I guess because of the multiple pages) and didn't even go be hide the register at all to provide me service. She made no attempt verified the account address was the same address as my ID...never even looked at my license. I had already provided my husband’s ss# (so I must be his wife) which is how the sales clerk obtained access account while we awaited the manager. The manager stated because the joint account list my husband as the primary card holder I couldn't make purchases without his approval… which is ridiculous since I have card in my name I just forget it at home!

I went home after work to retrieve my credit card and returned with my husband to JC Penney to collect my purchases that had been placed on hold by the kind sale clerk Mercedes. We were told by the sale clerk and manager on duty at 7pm on April 8, 2019 that I should have been able to make my purchases since I had my driver license and my husband SS# which indeed accesses my JC Penney account. They both were extremely apologetic for the negative encounter and the imposition of me having to travel home then return to the store to retrieve my garments.

Store Manager Lou Anne requires additional managerial training. She needs to learn how to provide customer service and be a positive role model for JC Penney staff. Lou Anne truly demonstrated the ABSOLUTE WORST example of CUSTOMER SERVICE, I’ve ever such a negative experienced in my 30 years of interactions at Wheaton Westfield Mall.

This type of Poor Customer Service is the reason why JC Penney is failing and has such a lack of business support from the Wheaton Westfield property employees. I've had a JC Penney account in good standing for 25+ years but after the experience I’ll be closing my account. I’ve also shared this email with 57 of my fellow office mates so they will know the lack of service Store Manager Lou Anne provided to me yesterday at JC Penneys when I all I wanted to do was purchased a...

I recently had a very disappointing experience at JCPenney while attempting to exchange a pair of non-slip work shoes I purchased for my new job. I bought the shoes in good faith on the day of my first shift, tried them on in-store, and believed they fit properly. However, after wearing them during one workday, I realized they were too small and caused significant discomfort and blisters.

When I returned to the store with the shoes and my receipt—well within the 60-day return window—I was told by both the associate and the manager that they could not accept the return because the shoes had been worn. Nowhere on JCPenney’s posted return policy does it state that worn shoes are ineligible for return or exchange. As a customer, I purchased the shoes with the expectation that if something was wrong, I could return them as long as I had my receipt and returned them within the allowed timeframe. It’s completely unreasonable to expect customers to not wear shoes before realizing they don’t fit properly.

I explained this to the manager, who seemed more concerned with the store’s ability to resell the shoes than with providing a fair and consistent customer experience. I also mentioned that this kind of policy—or at least its enforcement—should be clearly posted in the shoe section, because I would not have made the purchase if I had known I couldn’t return them after one wear.

To make matters worse, I’ve been calling the store several times this week and no one answers the phone in any department. I was told the general manager would be in on a certain day, only to find out she wasn’t. The lack of communication and professionalism has been beyond frustrating. It feels like no one is truly interested in helping customers or taking accountability.

This experience has been deeply disappointing, and I will not be shopping at JCPenney again. The handling of this situation has shown a clear disregard for customer satisfaction and transparency. It’s unfortunate, because I used to enjoy shopping here—but after this, I cannot recommend this...

I was compelled to after a very negative experience this evening in the JC Penney in Wheaton Westfield Mall. My wife and I just left with our son, who was there to purchase a suit. When he went to try on his merchandise, we noticed the dressing room was blocked off. Apparently, there has been a recent uptick in shoplifting, and there seems to be a policy (though nowhere visibly posted for the customers) where dressing rooms are closed at 7pm although the mall closes at 8pm. While I can understand the need to address the theft issue, there needs to be clear signage to this effect. Also in JCPenney particularly when we expressed our concern regarding the inability to try on our selection, we were told we could by an employee who we believed was a manager, but when our son approached the dressing room another employee approached us very rudely with a raised voice. When we shared that we were told we could try on our purchase quickly by another manager, she continued to yell. When we asked to speak to her manager and gave her the name of the manger we spoke with, she rudely pointed her finger and told us to find another manager ourselves, refusing to get her for us. She then went to find the manager, at which time she and her manager began yelling at me as the customer, flailing their arms in anger in a very dismissive manner. This was extremely unnecessary and frankly unacceptable customer service! Needless to say, we left the merchandise and decided not to make the purchase, but we were followed like criminals from the store. This was beyond disappointing and highly upsetting for my family. Hopefully, service will improve...