***UPDATED BELOW*** (AGAIN!)
I’m not one to get all up in arms about this sort of thing.
But after my experience tonight JCPenney has got me thinking.
I went into their store looking for a specific curtain rod. It was on sale online but not in the store. This was the first hiccup.
However the sales ladies were absolute doll faces and I could have kissed them for their help.
Also the sales ladies who helped us on “Black Friday” when we purchased a whole bunch of curtains were all eligible for some sort of award involving hugs.
However when I went online tonight to purchase this particular curtain rod while it was still on sale for “Cyber Monday” their site had pretty much crashed. Absolute standstill. I tried calling their 24/7 customer service line only to have their automated system hang up on me. Twice.
Their facebook page has over a half million fans and a lot of them were having the same troubles as me.
Now I’m not sure how JCPenney will handle this kerfuffle, but it has left me wondering, can a brick and mortar store make it with a crappy online presence? It’s the biggest online shopping day of the year, shouldn’t they have been prepared? What about the reverse? Can a fantastic online store make it if they have horrible real life customer service? (I’m looking at you all of you secret/closet online Wal-Mart shoppers.)
I don’t mean to get all grumpy, but I just wonder what will happen to the future of shopping with this whole online/real life thing. Because I would have much rather spent the extra $20 to buy the rod from the cute old ladies than swear at my computer and threaten kicking puppies just to save some money online.
Is real life customer service worth the extra cost to you?
As of this morning, JCPenney.com will not honor the prices from last night on merchandise purchased this morning even though their site did not work last night. Tried calling customer service and was hung up on by their automated system, again. Facebook is absolutely full of ticked off customers. INSERT DRAMATIC DUN DUN DUN music here. (Okay, honestly, it’s not that big of deal. I’m just curious how it will play out. You know? I like cereal…)
JCPenney came through today on facebook, actively answering questions, and apologizing for the big mess last night. Not sure if everyone came away happy but it looks like they did their best through all avenues, facebook, twitter and through an email apologizing for the kerfuffle and extending their free shipping offer.
I was able to finally get through tonight and get the same prices from last night along with free shipping.
This my friends is where I say “and they all lived happily ever after…in a freshly painted house surrounded by luscious curtains.”