Saturday 21st of July 2018 05:19:26 PM
My parents have a life insurance policy through their JC Penney's account. They are out of town for a number of months and had made arrangements to have their account paid in advance for 4 months. In August, they received an overpayment for one month of premium (as they cannot process advance payments for a 4 month period, only processing 3 months in advance). This is where it gets good.I offered to go into our local JC Penney's and make an advance payment of two months, allowing them time to return home. In entering the store, I notice a line at the Cashier Station that ended at the front doors. I thought to myself, "I will visit the Customer Service area to avoid holding up the already long line (due to having to explain what was needed and to have their account pulled up)." Unfortunately, JC Penney's has decided that the Customer Service area is no longer necessary (such a bad business decision), and is the explanation as to why the line for a Cashier was so long! Now, all returns, general questions, catalog orders, and purchases have to be made by a Cashier. I was fortunate to get a Cashier that could help. It took a bit of time, but he was helpful, pulling up their account and applying the additional months' payments. Will this company ever realize the new path they are pursuing is leading to their demise? My family had shopped with JC Penney's over 39 years. I am saddened to see the quality of product and service they are currently offering their customers. The store itself was in poor shape and the quality of merchandise was that of a lower grade competitor. I hope that consumers posting on this site persist in their goals of no longer shopping this retailer until they support their past beliefs that the customer's satisfaction leads to profits, not this approach of "smoke and mirrors". I know that I will no longer spend my money there.