JC Penney review: Casa grande jewelry department

I purchased a watch from the store in Casa Grande, Az and was told to bring the watch in if I ever needed to replace the battery,

When I went to the jewelry department and said that I needed a new battery. The was a young man working along with an elderly lady who was being trained.

I was told by the young man that neither of them knew how to do that so he would get someone who knew how to help me. He proceeded to call an employee whose name was Cassandra and said she would be there in a few minutes. After waiting 25 minutes the trainee asked if they should call her again he stated that Cassandra was with a customer who was wanting to buy a mattress, and I replied that that could take all day. I approached a person who looked like she may be a manager and explained my situation and she got on her pager and asked someone to please come and help with replacing a watch battery. An employee answered and said she was with a customer and would be there shortly. Then Cassandra came back with l can help with that and she was the one they contacted first.

Now 40 minutes later Cassandra shows up, takes my watch and starts the process of replacing my battery, only after another 5 minutes she tells me that she won’t be able to because she doesn’t have the right tool to do it. I said to her , great after all this time I have been waiting and her answer was ..well we can send it out to to have it done and I said then send it out. She said there was paperwork that needed to be filled out and told the young man who was now helping another customer that he needed to fill out paperwork to send my watch out to be repaired and then she left the department after she had to tell him how to fix the customer’s receipt because his customer had told him that he wanted the protection plan on the rings and necklaces he purchased and he failed to include that in his purchase. The young man then had to refund the original purchase to then ring it all up again. THEN, he ran out of receipt paper! He directed the trainee (who had apologized to me several times by now), to go find the receipt paper.. While we were waiting for that he said to me, you know there is a charge to send your watch out. I told him that I wasn’t go to pay for this and wanted to see his manager who I found out was none other than Cassandra. She never once told me there would be a charge for this service. He called her on the phone and told her what I said and I’m not sure what her reply was but he said, as soon as I get done with this customer I will fill out the paperwork but there WILL be a charge. At that point I just said give me my watch back and left the store. For over an hour I was in that jewelry department and got nothing done,

It is not my fault that they don’t have enough employees to assist their customers. And why would you put an employee in a department that didn’t know all of the requirements to do that job. It’s not my fault that they didn’t have the proper tools to do their job.

I worked in banking and retail for over 28 years and have seen such poor customer service as this.