T O.

I was about to complete an online purchase of dress shirts. JC Penny had a by one get another for a penny promotion. The website wouldn't apply the promotion I thought I was entitled to. I began an online chat with an agent who identifed as "Florence." It turned out the shirts where slightly different categories, which would void the promotion. Florence was generous enough to agree the apply the promotion anyway. For some reason our online chat was disrupted. I accessed the chat line and this time "Arlette" answered. She said "Florence wasn't available. I told her what happened. I explained what happened. She claimed to have discussed the event with "Florence." For some reason, "Arlette" refused to honor my conversation with "Florence."
The whole episode was frustrating, time-consuming and nonproductive from a customer service and customer retention perspective. I have been a lifetime customer of JC Penny's. I've been rooting for this company since learning of their dire economic problems for which it appears that they will not survive. However, the shoddy way I was treated is perhaps symptomatic and predictive of the causes of their potential demise. JC Pennys seems intent on shooting themselves in their own foot.

Until I see a sign of an improvement in their customer service practices, I will not shop there again.

T. Overby