- Report: #24530
Complaint Review: JC Penny Optical - Memphis / Cordova Tennessee
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JC Penny Optical
Wolfchase Galleria, Germantown Road Memphis / Cordova, 38018 Tennessee, U.S.A.
Phone:
901-383-8884
Web:
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JC Penny Optical - Lousy Customer service, waiting for product...still, abused & mistreated Memphis / Cordova Tennessee
I went to the optical department at JC Pennys about a month ago to have my eyes examed and to order glasses. The eye exam went well, but I have yet to receive my proper glasses.
As the order was placed, I was told that the glasses would not arrive for 10-14 days due to processing. That was okay with me since I had an additional pair of glasses (the ones being replaced). I called several times to inquire about the status of the glasses and was told that they were in process of being made and shipped. Finally on the 14th day I called and low and behold the glasses had arrived.
BUT, the anti-glare coating on the glasses was not added during the processing and there was a problem with the lenses not being filed properly. I told the clerk that I was dissatisfied and we needed to come to a resolution. After much discussion I agreed to use the glasses that were made and wait for the new lenses to be processed and sent. I was promised that this would be put on "rush order".
I arrived to pick up the glasses that did not have the anti-glare coating. At first they offered me a "free" accessories packet. When I asked how much that it costs I was told $14.95. I blew up and told the salesperson that my frustration and patience were worth more than that! I had to pay for the new pair minus the cost of the anti-glare coating. It was their "consession" to the error that was "beyond their control".
They treated me as if I should be happy to have $60 taken off of this $400 pair of glasses that they are making for me. After all, they are doing me a favor by remaking them. I called the glasses defected, but the sales person said they were not defective, they were just missing a portion of what was ordered! I told her that either way, I was not receiving what I had ordered and what they promised to deliver. Soon after I left the store the left lens fell out...and continues to fall out because it doesn't fit into the frame. It was cut too small for the frame.
What gets me is when I called the store to tell them about the lens falling out they told me that they knew about that! I asked them why they didn't tell me that when I picked them up. Of course, they had no answer but assured me that the new lenses would fit into the frames better.
It is now a week since I've had these glasses and I called to find out if the new lenses were in. I was told by Becky, supervisor of the optical department, that they were not in and that they would be her in 4 or 5 days. This is NOT a "rush order"! If they can do overnight work for a fee or charge, they should certainly be able to handle a screw up that is their fault!!! I was "promised" that the new frames would fit the lenses. We'll see about that.
This again, is an example of the customer having to pay for the ineptness and bad workmanship of the big department store. And, while my experience with the doctor was good, my experience with the JC Penny Optical Department has been a nightmare. I'm afraid to see what I will get when the order comes in in a few days!!!
For all your optical needs...DON'T go to JC Penny!
Cynthia
Memphis, Tennessee
As the order was placed, I was told that the glasses would not arrive for 10-14 days due to processing. That was okay with me since I had an additional pair of glasses (the ones being replaced). I called several times to inquire about the status of the glasses and was told that they were in process of being made and shipped. Finally on the 14th day I called and low and behold the glasses had arrived.
BUT, the anti-glare coating on the glasses was not added during the processing and there was a problem with the lenses not being filed properly. I told the clerk that I was dissatisfied and we needed to come to a resolution. After much discussion I agreed to use the glasses that were made and wait for the new lenses to be processed and sent. I was promised that this would be put on "rush order".
I arrived to pick up the glasses that did not have the anti-glare coating. At first they offered me a "free" accessories packet. When I asked how much that it costs I was told $14.95. I blew up and told the salesperson that my frustration and patience were worth more than that! I had to pay for the new pair minus the cost of the anti-glare coating. It was their "consession" to the error that was "beyond their control".
They treated me as if I should be happy to have $60 taken off of this $400 pair of glasses that they are making for me. After all, they are doing me a favor by remaking them. I called the glasses defected, but the sales person said they were not defective, they were just missing a portion of what was ordered! I told her that either way, I was not receiving what I had ordered and what they promised to deliver. Soon after I left the store the left lens fell out...and continues to fall out because it doesn't fit into the frame. It was cut too small for the frame.
What gets me is when I called the store to tell them about the lens falling out they told me that they knew about that! I asked them why they didn't tell me that when I picked them up. Of course, they had no answer but assured me that the new lenses would fit into the frames better.
It is now a week since I've had these glasses and I called to find out if the new lenses were in. I was told by Becky, supervisor of the optical department, that they were not in and that they would be her in 4 or 5 days. This is NOT a "rush order"! If they can do overnight work for a fee or charge, they should certainly be able to handle a screw up that is their fault!!! I was "promised" that the new frames would fit the lenses. We'll see about that.
This again, is an example of the customer having to pay for the ineptness and bad workmanship of the big department store. And, while my experience with the doctor was good, my experience with the JC Penny Optical Department has been a nightmare. I'm afraid to see what I will get when the order comes in in a few days!!!
For all your optical needs...DON'T go to JC Penny!
Cynthia
Memphis, Tennessee
4 Updates & Rebuttals
Teresa
Rowlett,Texas,
U.S.A.
My experience was great!
#2Consumer Comment
Fri, May 21, 2004
My son and I recently bought our glasses at JCPenney's Optical dept and everything went fine. Not all are the same. How were you abused?? If you weren't happy, go somewhere else.
Cory
San Antonio,Texas,
U.S.A.
Rebuttalee ought to work for the government
#3Consumer Suggestion
Thu, May 20, 2004
Had to laugh when I read the rebuttal to the complaint. Screw up the order 2 or 3 times, offer a minor discount and say they are doing a good job. Not done properly, not done on time , not told the truth, no end in sight,pun intended. Yep, definitively government employee material or the post office. Demand a full refund and if they don't give it to you go to the store manager. Get your money back and go elsewhere and don't stand fot it. Good luck.
Harry
Derby,Connecticut,
U.S.A.
You were treated fairly
#4UPDATE Employee
Thu, May 20, 2004
I am an employee of the parent company that owns the JCP optical consessions. First off, I would like to apologise for your wait. Unfortunately these things can and do happen in any optical shop. Spectacles are a custom made product and sometimes take longer than expected. You did note that we have a rush delivery for a nominal fee. This is true, however anti-glare lenses do not fall into this catagory. The minimum wait time for AR lenses is 14 days. If the optical manager was able to squeeze your glasses out in 5 days instead of 14 than I would certianly say that was a rush! Also, a $60.00 discount is almost a 20% reduction in the cost of the glasses. I am very happy to see that my company takes such wonderful care of our customers.
Harry
Derby,Connecticut,
U.S.A.
You were treated fairly
#5UPDATE Employee
Thu, May 20, 2004
I am an employee of the parent company that owns the JCP optical consessions. First off, I would like to apologise for your wait. Unfortunately these things can and do happen in any optical shop. Spectacles are a custom made product and sometimes take longer than expected. You did note that we have a rush delivery for a nominal fee. This is true, however anti-glare lenses do not fall into this catagory. The minimum wait time for AR lenses is 14 days. If the optical manager was able to squeeze your glasses out in 5 days instead of 14 than I would certianly say that was a rush! Also, a $60.00 discount is almost a 20% reduction in the cost of the glasses. I am very happy to see that my company takes such wonderful care of our customers.
