I am very very rarely inclined to leave such a horrendous review about JCPenney Optical because it takes a lot. I reserve such strong reactions for places that really deserve it. I made the mistake of thinking that I would move my business to this place because I live close enough to it and also because I figured that it would be nice to pick up contacts . I did the tests, got a new pair of glasses and got my prescription for both glasses and contacts.
I got my glasses and thought every thing was going fine. I called them asking to order contacts for pick up. They had my file so they had my prescription. Each time, the person who handled my phone call would take down my information but would then tell me they were too busy and promise to call me back and put in my order then. I never heard back. I called once a week for 5 weeks straight. Every single time, the person who responded was super nice and apologetic.
I’ve worked in the service industry in the past so I tried to be very nice. If they weren’t the ones who had dealt me shitty customer service, I wasn’t going to go off. I never did get my contacts ordered. Instead, I got a slip of paper in the mail with a handwritten contact lens prescription a month later. No note was included. I had to order from a different optical place.
Another issue I’ve been having is that my glasses have been slipping down my face. Not a big deal. I should be able to bring them in right? I did order them from JCPenney after all. I believe the whole process should take no more than 10 minutes to make such a slight adjustment. I have been in on four separate occasions on a trip to the mall.
Twice there was no one there and no signs anywhere as to where anyone was (nothing to note that they will be back in 30 minutes or whatever) and the other two times I was greeted with ridiculous customer service (or lack thereof). The first time I went, there were two employees there and one said they would get to me in a sec. I proceeded to wait for 15 minutes before I finally left. One of them tended to some paper work and another one followed another customer around who was just quietly picking frame.
In the other instance they actually had some there, the guy eyed me and my glasses in my hands and rolled his eyes at me. I had not opened my mouth or said a word. I figured he couldn’t possibly have done that on purpose so I just stood there waiting for my turn (as he was with a customer at that time) or for him to say something like “I’ll be with you in just a sec” or “Can you please come back in 5 minutes? I can help you then.” I stood for another 5 minutes waiting for him to find a good time to break from his current customer. He never made time.
I tried to do the polite thing of saying “hi, excuse me?” which I was going to follow with, “Is there a better time for me to come back? I just wanted to get my glasses that I got from here adjusted.” You know what he did? He just spoke louder over my voice as if trying not to hear me. Even the customer he was with looked at me apologetically. I was shocked by this behavior. I had been patient. Are you freaking kidding me?
I liked the eye doctor who I saw for my eye exam whose name I unfortunately cannot remember. I suppose that’s what the mandatory 1 (rather than 0) star is for. Otherwise, their antiquated process (they had no records of me having called them to place an order for contacts) and lack of customer service will forever have me steering people away from here.
I kept trying to give them chances and to have patience but I wasted too much time. I happen to like some of the items and some of the services they have at JCPenney. Unfortunately, this kind of customer service is symptomatic of why the company is failing. It makes me want to not even go anywhere else in the store for fear of having to deal with such appalling service.Never again. Don’t waste your time.